No of positions : 1

Job Responsibilities:

• To maximize efficient utilization of resources for schedules that have been released in the most cost effective way i.e. holidays, voluntary time-offs, break planning, Workforce Management Tool optimization, proactively ensuring sufficient coverage at all times to deliver contractual requirements consistently.
• Ensuring that all exceptions and future changes are logged in the Work Force Management tool in a timely fashion, if possible before the event and appropriate adjustments are made to ensure minimum impact on consistent delivery of service level.
• Understand key metrics and financial drivers for all contracts and to use this knowledge to drive performance improvements.
• Complete new hire, leavers & internal transfer processes including contacting HR & updating WFM system(s) in a timely manner
• Tracking Training batches and learning curve for New Hires including proficiencies
• WFM schedule optimization
• Maintain agent & campaign annual leave and update the WFM system with regular audits, ensuring that leave is spread suitable across the year
• Regular Schedule Adherence reporting for Operations
• Work in close conjunction with RTAs to ensure agent adherence & productivity is controlled & action is taken where appropriate
• Monitoring all non-call handling activities to ensure efficient use of resources and consistent achievement of service level across all activities
• Work as part of a virtual WFM team, assisting other sites when appropriate, especially in cross-site campaigns where one site will need to take a lead role
• Perform other responsibilities as required and assigned