Workforce Management Analyst

You will be joining Etraveli Group, a globally leading company in tech solutions and fulfillment capabilities for online flight sales. As a Scheduler (WFM), your primary responsibility will be to review forecasts and manage all scheduling activities from start to finish. This includes ensuring scheduling efficiency, timely release of schedules, coordinating with Operations for leave planning and scheduling inputs, as well as conducting analytics and data mining to generate suitable work patterns and shift activities. To excel in this role, you should have at least 5 years of experience in Workforce Management, with a minimum of 3 years as a scheduler. Proficiency in scheduling on Genesys Purecloud is essential, along with a strong business acumen and analytical skills for interpreting data. Effective written and verbal communication skills are required, as well as the ability to interact across different geographic locations. You should also be proficient in using MS Office applications such as Word, Excel, and Google Sheets. Your key responsibilities will include maximizing resource utilization for cost-effective scheduling, managing exceptions and changes in a timely manner, handling new hire processes and training tracking, optimizing schedules, tracking annual leave, ensuring schedule adherence, and monitoring non-call handling activities for efficient resource utilization and consistent service level achievement. In this role, you will work closely with Real-Time Analysts (RTAs) to ensure agent adherence and productivity, and perform any other responsibilities as assigned. Your contribution will play a crucial role in maintaining efficient operations and service delivery standards.,