Lead/SME - Scheduling (WFM)

Job Description

Role & responsibilities Reconciliation of employees listed in Peoplesoft with available employees for preparing weekly schedules. Prepare historical data by identifying and quantifying cyclic and seasonal variation components of contact volumes, AHT and shrinkage with their periodicity. (Weekly / Daily). Generate interval level forecasts for transaction volume, AHT and shrinkage with minimum variance with the actual values using prepared historical data. Generate interval level staffing plans using the forecasts, SLAs and other assumptions. Prepare optimum shift schedules with breaks and generate rosters with minimum understaffing/overstaffing. Preparing productivity performance analysis reports Open to work in 24*7 environment Only share relevant resume at given below email id: Sweta.singh@sutherlandglobal.com