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Workforce Management Analyst II

Posting Date: Oct 14, 2021

Location: Noida, UP, IN

Company: iQor

Req ID: 25967 

Additional Work Locations:     

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Summary

As a Workforce management Analyst (Scheduler) for operations, incumbent will be responsible for providing accurate schedules based on call volume patterns and trends, attrition rates and contact center productivities. In addition to that the incumbent should be able to make decisions on behalf of the Operations to adjust staffing due to unexpected changes in the call volume or additional requirement from the client.

Responsibilities

  • Plan and develop schedules that would ensure staffing requirement and commitments are fulfilled.
  • Maintain staffing roster (OPS Master list).
  • Recommend new hires classes based on staffing numbers versus the requirement.
  • Determine the capacity to approve PTO/VL request to balance personnel needs and staffing requirement.
  • Monitor nonproductive time off (Sick Leave, Vacation Leave and Tardiness) and ensures off-the-phone activities are planned.
  • Performs analysis of current staffing statistics (Efficiency, SLA, Abandon) and determine staffing adjustment opportunities.
  • Recommend and implement changes as needed.
  • Coordinates to Operations the need for overtime or off-phone activities based on the current staffing versus the requirement.
  • Calculate/Project staffing need based on client requirement/forecast, turnover trend and shrinkage.
  • Prepare and communicate schedules based on forecast and allocations.
  • Own and maintain all staffing and scheduling policies and procedures.

Requirements

  • Prior workforce management experience including RTA, forecasting, staffing, and scheduling, desired.
  • Prior call / contact center experience, 1 year minimum required.
  • Strong and effective oral / written communication skills (communication will be with various levels within iQor and client organizational structures).
  • Excellent presentation skills.
  • High level of proficiency with Excel.
  • Strong mathematical skills.
  • Strong analytical skills.
  • Ability to multi-task.
  • Ability to prioritize deliverables.
  • Ability to maintain confidential information.
  • Working knowledge of Avaya or other ACD system.
  • Working knowledge of any WFM tool including Teleopti, IEX, eWFM, etc.

Education Requirement

Minimum Graduate or equivalents degree holders are eligible for this position, Degree in Business Administration or related field preferred.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individual will be required to stand and walk or otherwise traverse in order to be accessible to the production floor for extended periods of time. The person in this position will be required to regularly exert at least 10 lbs. of force to push, pull or otherwise move objects and may be required to carry or lift objects up to 50 lbs. The worker is required to have close visual acuity to perform activities such as: preparing and analyzing data and/or documents; viewing a computer terminal; and/or visual inspection of products or machinery. The person in this position may need to occasionally sit, type, climb stairs, bend, reach, kneel, or twist for minimal periods of time. Employees should not attempt to lift, pull or push a load in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.

iQor.com