Job Description

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Contact Centers

Contact Centers assist customers with travel concerns, administer refunds, handle flight recovery, conduct quality assurance checks, and more.

Job overview and responsibilities

This position is responsible for day-to-day workforce management resource planning activities. This includes analyzing data and trends for Call center volume, service levels, employee schedule exceptions including trades, sick calls and other exceptions using tools like R and Python. Position will have responsibility to monitor and manage staffing and inbound volumes for designated functions. Partners with Central Operations to implement current day staffing drivers including overtime, time off and vacation. Evaluates current day staffing gaps and addresses the gaps through staff planning actions. Enters current day exceptions in the work force management tool and provides first line support to frontline employees for their scheduling and administrative needs.  Publishes shift reports.  This position rotates between Scheduling and resource planning.

• Manages current day and real time services levels for designated functions
• Executes planned overtime and time off activities
• Review and analyze call center volume
• Schedules various employee activities including Training, Meetings and other off phone activities
• Creates and publishes appropriate reports and dashboards on an established frequency

This position is offered on local terms and conditions.  Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

Qualifications

Required 

• Bachelors degree or equivalent experience
• 1+ years of contact center workforce planning and scheduling
• Strong analytical skills are essential
• Excel – Advanced level required
• Analytical skill – R or Python
• Must have strong organizational skills, with proven ability to multi-task
• Collaboration skills are essential: Team player
• Knowledge of contact center scheduling
• Must be willing to work some weekend schedules
• Must be legally authorized to work in India for any employer without sponsorship
• Must be fluent in English (written and spoken)
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

Preferred

• Experience working in a 24x7 inbound call center workforce planning
• Knowledge of Contact Center scheduling software (Aspect, IEX or other systems) highly desirable
• Knowledge of call routing system

Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT

Skills Required

• Communication