Responsibilities

• Creation & management of schedules for different projects to ensure that we have the right resources at the right times for optimal delivery of customer experience


• Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence


• Coordinate with outsourced sites on SL management and keep the WFM team updated


• Work on real-time tickets related to schedule change requests, non-production requests, and associate GACD profile change needs


• Ensure that scheduling parameters are in line with business requirements, statutory obligations, and individual schedule requirements


• Prepare and communicate daily hand-off reports to WFM leadership team on SL performance


• Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, initiate appropriate tac...