Customer Support

Work Force Management

Bengaluru, Karnataka   |   Full time

DUTIES AND RESPONSIBILITIES

  • Prepares intraday reports on staff attendance.

  • Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.

  • Manages changes to scheduling to ensure adequate daily resource coverage.

  • Communicate with management and operations team to ensure compliance with company standards.

  • Maintain running report of attendance incidents.

  • Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.

  • Analyze PTO submissions and approve/deny based on their effect on operations.

  • Monitor attendance and schedule adherence.

  • Processes schedule trade requests for posted schedules

  • Processes management requests for modifications of scheduling events (meetings/training, etc.).

  • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.

  • Provides analytical support for special projects.

  • Collaborate with Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce.

  • Communicates and works with staff members, management, Human Resources, and Accounting.

  • Performs any other related duties as required or assigned. 

KNOWLEDGE, SKILLS AND ABILITIES:

  • 2-5 Years experience in Workforce Management, preferably in contact centers with at least 100 employees.

  • Bachelor degree preferred, or 2 plus years relevant work experience.

  • Experience with Workforce Management software (scheduling, performance tracking, reporting)

  • Demonstrated strong analytical skills, with emphasis on forecasting.

  • Ability and willingness to learn new software applications.

  • Skills in complex problem solving, judgment, critical thinking and decision making.

  • Ability to be highly organized with an emphasis on accuracy and timeliness.

  • Ability to organize information and have attention to detail and accurately follow procedures.

  • Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.

  • Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics.



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