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Senior Manager,Associate Director , Schedule Management Leader , Workforce Management , Contact Center

  • 10-19 yrs
  • Not Disclosed

Job Description

Require Scheduling Leader:Level of position: Sr. Manager or Associate DirectorBudget: between 20,25LPA CTCLocation: Gurgaon (preferred) else and location in IndiaReports to: VP , Global WFM, Lead and manage the Global Schedule Management division of WFM team. Perform all Work Force Activities to provide accurate and timely schedules for all accounts,regions as per the structure and set,up. Ensure optimized distribution of resources as per workload, region specific requirements and other criteria., Lead the global team to prepare weekly,monthly schedules, reconcile HC, holiday planning etc, Create short,term forecasting based on LRF (Long range forecast) received from the planning team, Review and recommend shift and schedule changes based on LRFs,SRFs, Maintain an optimum balance between Operations preferences vs. Business Goals, Coordinate with extended WFM team and be responsible for their deliverables, Maintain employee database, work rules, skill & queue mapping on Verint to support the CWT setup.Qualifications :, Overall 10+ years of experience in WFM field with 5+ years in leading large teams in a contact center environment, Well versed with Verint particularly in scheduling, Experience of having implemented & handled change management with a new system, Experience of defining, improving scheduling processes globally for schedule managementShelly95828027559582802756