The Responsibilities:
- Create reports on historical call volume, handle time and operating performance.
- Develop call forecasts to a level of detail necessary for effective headcount planning and scheduling(interval level, daily level, weekly and monthly staffing requirement based on forecasted volume taking into consideration the assumed AHT, absenteeism and other shrinkages)
- Develop and publish weekly agent schedules. Track call forecasts against actual results.
- Work closely with other departments promoting open flow of information.
- Implement all scheduling processes
- Creates/updates mid term to long term staffing/capacity plan
- Maintains the roster of the program assigned and enforce roster timeline to Operations.
Knowledge, Skill Set & Qualifications Required (External)
- Required skill(s): good multitasking skills, adaptability to changes, ability to achieve results with accuracy and timeliness.
- Preferably with at least 1 year of working experience in the related field
- With experience in manual scheduling
- Amenable to work in flexible and graveyard shifts
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