SERVICE DESK - WORKFORCE MANAGER (PLANNING AND SCHEDULING SPECIALIST)

Position Description.
JOB REQUIREMENTS As Service Desk Work Force Manager (WFM), • Upkeep of key metrics like Service Levels / ASA / Average Handle time and perform volume forecast • Help Operations achieve any agent level or team level KPIs that build up to the Service Desk metrics • Monitor and highlight any variances in staffing (adherence and conformance), skills and assets, thereby forewarning the consequence of staff being online / offline • Monitor and react to unplanned shrinkage • Monitor and highlight areas of concern such as call avoidance / disconnects / queue toggling • Reports & Analytics to be prepared and shared on a Daily / Weekly / Monthly and need basis • Schedule Daily, weekly and monthly schedules including short / long breaks • Transport schedules / Training schedules wherever possible • Act as a SPOC between the Service Desk, ISIT and Infra teams on member telephony access and issues • Assist and help in telephony rollouts and deal with Genesys (call recording) functionality upgrades / issues in liaison with the SD Managers • Be readily available on the floor during key business hours to help manage schedule adherence and conformance; real-time monitoring • React quickly to workload spikes and major incidents; help mitigate through high volume periods • Maintain and use ‘Handover’ & ‘Succession plan’ during planned leaves and project re-assignments / leavers • Have weekly / monthly meetings with SD Managers & Team Leads whilst recording the minutes and action closure • Maintain issue logs and highlight risks to the Managers / Team Leads • Provide suggestions for continuous improvements • Liaise with local administration and facilities to implement business continuity and disaster recovery plans KEY RESPONSIBILITIES • Awareness about Contact Center / WFM tools • Good knowledge of MS Office • Strong analytical, reporting and good presentation skills • Excellent verbal and written communication skills • Willing and able to work in rotational shifts and extend as per business demands • Should be a go-getter, think out of box for continuous improvement Prerequisites/Mandates ITIL foundation certified.
Should have excellent knowledge of Genesys Cloud - scheduling, reporting.
Work Environment.
24X7 operation, late night work.
Location.
Bangalore Skills.
English Leadership Telephony Workforce Management What you can expect from us.
Together, as owners, let’s turn meaningful insights into action.
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Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life.
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