Work Force Management Manager and Scheduler

sábado, 28 de febrero de 2009 Alvaro Díaz 0 Comments

Computer Knowledge. Basic (Windows / Office) High. Keyboard Skills High. CMS Skills High. Other’s Requirement: Prior experience in Client Handling is must. Decision making ability at different situations. Knowledge of software like CMS / ASPECT/IEX is must. Ability to do analysis on the data as per customer (internal or external) requirement. Experience of handling inbound customer process as WFM resource in different areas in last assignment is must. Experience of team handling. Understanding of scheduling & staffing. Knowledge on technology. Experience in Escalation Handing on floor. Computer literate. WFM is mainly divided into planning, Real time management and MIS. Planning. This takes care of: Volume Projections/Forecasting. Capacity Planning. Hiring Projections. Determining call arrival patterns. Arriving at shrinkages. Staffing and rostering. Over time projections. Break schedules. Buildup Plan. Real time Management. RTM handles. Shift wise absenteeism report. Contingency planning. Queue Management. Ensuring the floor adheres to planned shrinkages. Maintain roster timelines and communication. Provide staffing constraints to the planning team. AHT management. Provide adequate alerts. MIS. Management information system takes care of: Maintain ACD database daily/weekly/monthly and yearly. Providing RTM team with adequate seat plan. Schedule adherence tracker. Daily Interval reports. Productivity and utilization reports. Leakage report. Payroll yield data. Headcount tracker. Absenteeism reports. Deviation reports (Planned vs. actual). Buildup plan tracker - daily. Key Responsibilities: Scheduling, Forecasting & Planning. Real Time Management. Reporting & Analysis. Coordination with various departments. Downtime Management. ID & Asset Management. Client Interaction.

Localidad:Guatemala
Departamento:Guatemala
Salario: Q.17,000.00
Comienzo: Inmediato
Duración: Indefinida
Tipo de trabajo: Tiempo Completo
Solicitudes:Only english resumes will apply for this position. Send the via email with the position you're applying.
Contacto: Crista Buonafina de Contenti
Correo-E: ventas3@serh.com.gt