Work from Office
Full Time
Job description
Roles & Responsibilities:
Develop and manage long-term and short-term forecasts for call volume, handle time, and staffing needs.
Conduct capacity planning, balancing staffing requirements with attrition and hiring pipelines.
Design and manage schedules to optimize service level attainment, efficiency, and compliance with labor laws.
Oversee off-phone activity scheduling (training, meetings, coaching) to minimize service impact.
Administer shift bidding/swap management, ensuring compliance with company policies.
Track and report KPIs on forecast accuracy, schedule adherence, and service level performance.
Perform root cause analysis on SLA deviations and recommend corrective actions.
Manage intraday service delivery, staffing adjustments, and ad-hoc business requests with 100% accuracy.
Drive process improvements, innovate new ideas, and deliver quarterly projects for efficiency gains.
Lead, coach, and develop the RTA/WFM team; maintain discipline, compliance, and high performance.
Preferred Candidate Profile:
experience in Workforce Management, Capacity Planning, or Scheduling.
Strong analytical and problem-solving skills with hands-on expertise in WFM tools.
Proven leadership and people management experience.
Excellent communication and stakeholder management skills.
Ability to work in a fast-paced environment and ensure zero-error execution.
Cognizant
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