Grade: 7
Location: RH & Client premises
Department: Supporting Functions
Reporting to: Specialist
Interpersonal Skills: Continuous learning - Idea Presentation and taking initiative - Customer Centricity - Functional Skills - Ownership
Technical Skills: Analytical Skills
Language Needed: English A2
Job Responsibilities
- Executes plans and ensures effective implementation of schedules.
- Administers Call Center Agents’ scheduling.
- Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns.
- Reconciles daily attendance with agents' schedule and time in/time out reporting in coordination with the
Team leader.
- Create and deliver daily, weekly, and monthly WFM reports.
- Communicate changes to scheduling to ensure suitable daily resource coverage.
- Maintain running reports of attendance incidents.
- Use accuracy of schedule measurements for continuous improvement, including making recommendations
to improve scheduling efficiency and team member satisfaction.
Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as
needed.
- Ability to facilitate Daily Operations updates.
- Manage non-productive time request process, ensuring activities are planned without impacting SLAs
- Reports the operational violations to HR to implement the CC Code of Conduct.
- Perform any additional related tasks.
