Schedule Manager

Job description

Role & responsibilities • 2 TO 5 years of WFM Scheduling experience in a BPO/Contact Center environment. • Strong understanding of Forecasting, Capacity Planning, Scheduling, Shrinkage, RTA concepts. • Experience with WFM tools such as NICE IEX, Verint, Calabrio, Aspect, or equivalent scheduling platforms will be an added advantage. • Strong analytical, problem-solving, and communication skills. • Ability to work in a fast-paced, multi-site environment with flexible shifts • Communicate effectively and close looping with the operations in case of observations • Updating status in internal as well as client tools • Meet process expectations with high-quality standards and adherence to SLAs • Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc. • Prepare various Ops production reports • Perform RTM role independently Preferred candidate profile 1.Must have Experience in scheduling 2.Comfortable to work roational shift & week offs Contact -Intersted candidate can share theire profile at:-rupali.devlekar.C@eclerx.com