Swiggy - Assistant Manager - Workforce Management

JD - Assistant Manager - WFM

Roles and Responsibilities

- Schedule creation for customer experience staff including internal and outsourced

- Ensure schedules are generated on a regular basis to maximize efficiency of resources

- Partner with our call center outsourcers to review their staffing, make change requests, and ensure optimal staffing across internal and external teams

- Communicate clearly and empathetically around schedules and business needs

- Analyze the data and metrics to identify the customer service level. Proactively identify opportunities for operational improvement

- Collaborate in establishing policies, processes, and standards that support a world-class customer service operation

- Oversee the work of the Real Time Analysts to ensure that goals are met or exceeded.

- Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies.

- Ability to build and run scheduling scenarios and provide analysis of potential impacts

- Analyze performance data to identify opportunities to operate more effectively and efficiently

- Support site-level resources with real-time management of schedule adherence and productivity

- Facilitate any non-productive time (e.g. training) based on analysis to possible impacts to service delivery.

Assistant Manager - WFM

- Forecast the volume and required head count for 4 to 8 weeks in advance.

- Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations

Required Candidate Profile -

- Well-developed problem-solving and analytical skills

- 3+ years WFM experience in a complex contact center environment

- Proactive problem solver, able to see big picture and streamline current processes while planning for long-term growth

- Effective communicator and relationship builder

- Should be comfortable with 24-7 shifts and work on weekends and holidays as per business needs requirements

- Experience with WFM software such as Verint, Aspect WFM, or Nice

- Ability to learn & manage multiple technical systems

- Solid knowledge of Excel.