Sr. Representative, WFM Scheduling

Responsibilities

• Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis.
• The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvement for accounts/organization Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals.
• Collaborate with various Business units, Quality and Training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.
• Review current processes of scheduling and staffing and uncover potential opportunities for efficiency improvement.
• Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime and absences.
• Develop schedules and staffing plans for assigned business in an accurate and timely manner.
• Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
• Prepare reports for hiring needs, schedule and staffing analysis for business reviews and stakeholders.
• Maintain various WFM tools and set ups e.g. IEX entities etc.

Job Title

Sr. Representative, WFM Scheduling Job Description The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Real-Time monitoring.

Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.

Location

PER Lima - Av Primavera 1013 Language Requirements: English Time Type: Full time