Associate - Workforce Management

• H2/H/H1 grades can apply. It will be a lateral movement for H/H1 Grade Employees & vertical movement for H2 Grade Employees.
• Appraisal rating of CME or above in the last Annual appraisal with no BE in the last 6 months.
• No documented disciplinary issues/ PIP in the last 6 months and until the closure of IMP.

• Support operations from scheduling & real time perspective
• Support operations with daily/Weekly/Monthly reports and other dashboards
• Create and manage reports related Shrinkage, Schedule Adherence, Delivery, resource planning etc.
• Review KPIs and Service Level projections for the coming week
• Work with Ops TLs and Manger to ensure all necessary & relevant efficiency parameters are on target
• Execute ad-hoc requirements from Ops & any other functions
• Discuss daily / weekly performance with internal stakeholders
• Interact with internal stakeholders for FTE/Delivery Targets and other planning assumptions

• To be able to communicate effectively, both verbally and in writing with India & US stakeholders and across levels
• General knowledge of Excel and Database management
• Functional understanding of various workforce management tools (IEX, Genesys, Avaya, Calibrio, Liveperson)
• Overall Understanding of the Workforce Management, along with operational management (preferred)
• Sound knowledge of  Real time Management
• Understands and know the purpose of the role and how it links to the other roles
• Sound knowledge of MS Suit
• Understands and has knowledge of key Contact Centre metrics such as FTE, shrinkage, AHT, Occupancy, schedule adherence, CPH, ACL, Concurrency etc.
• Analyze situations, identify the gaps quickly and take necessary steps to avoid impact on Delivery / Service Levels
• Consistently demonstrates organization Values and detail orientation – Plans and organizes large-scale and long-term projects and strategies that lead to desired outcomes
• Consistently places a high value on customers (internal and external) and all issues / factors that relate to customer experience/ stakeholder expectations
• Develop excellent working relationships with Stakeholders and team.

Competencies that will be Assessed:

• Effective Communication
  • Clearly conveys ideas and information in verbal and written form.
  • Actively listens and adapts communication style to audience needs.
• Planning and Organizing
  • Prioritizes tasks effectively and manages time/resources to meet deadlines.
  • Demonstrates ability to structure work for efficiency.
• Analytical Thinking & Problem Solving
  • Identifies issues, evaluates options, and implements practical solutions.
  • Uses data and logic to make informed decisions.
• Results Orientation
  • Sets challenging goals and consistently achieve or exceed them.
  • Demonstrates persistence and accountability for outcomes.
• Decision Making
  • Makes timely, well-informed decisions under pressure.
  • Considers risks, impacts, and alternatives before acting.
• Leadership & Influence
  • Inspires and motivates others toward shared goals.
  • Provides guidance, feedback, and fosters team collaboration.
• Performance Management
  • Sets clear expectations and monitor's progress.
  • Coaches and develops team members to improve performance.