Officer - Scheduling & Forecasting
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Responsible for Answering level, Service Level & Delivery.
Responsible for management of a team of scheduling analysts, RTA and WFM.
Preparing daily APR and Schedule Adherence reports and update to the Managers and Clients.
Act as the WFM point of contact for all assigned projects as it applies to scheduling related functions.
Identifying areas of opportunity and implementing innovative scheduling solutions to maximize efficiency.
Participate in and lead meetings with internal and external stakeholders as required to manage staffing plans and performance.
Preparing Weekly roster as per the forecast and scheduling of all LOBs.
Preparing Capacity planning for accounts and forecasting for accounts as required.
Preparing over & under report as per the forecast and Requirements of all LOBs.
Managing & changing schedule as per the requirements.
Preparing Attendance report of different LOBs.
Motivating the team to achieve high standards and KPI targets.
Preparing all the Analysis reports (Call Contribution, Forecast vs actual, Hold Time Analysis, Survey Avoidance, Call Avoidance, Aux Misuse, and Login - Logout Report etc.)
Workforce management, Scheduling, Capacity Planning, Real Time Analysis, Team Management, Forecasting
