Senior Manager/Associate Director - Schedule Management Leader - Workforce Management - Contact Center

Require Scheduling Leader:

Level of position: Sr. Manager or Associate Director

Budget: between 20-25LPA CTC

Location: Gurgaon (preferred) else and location in India

Reports to: VP - Global WFM

- Lead and manage the Global Schedule Management division of WFM team. Perform all Work Force Activities to provide accurate and timely schedules for all accounts/regions as per the structure and set-up. Ensure optimized distribution of resources as per workload, region specific requirements and other criteria.

- Lead the global team to prepare weekly/monthly schedules, reconcile HC, holiday planning etc

- Create short-term forecasting based on LRF (Long range forecast) received from the planning team

- Review and recommend shift and schedule changes based on LRFs/SRFs

- Maintain an optimum balance between Operations preferences vs. Business Goals

- Coordinate with extended WFM team and be responsible for their deliverables

- Maintain employee database, work rules, skill & queue mapping on Verint to support the CWT setup.

Qualifications :

- Overall 10+ years of experience in WFM field with 5+ years in leading large teams in a contact center environment

- Well versed with Verint particularly in scheduling

- Experience of having implemented & handled change management with a new system

- Experience of defining/ improving scheduling processes globally for schedule management

Shelly
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