Work Force Management
Gratitude IncWork Force Management
Job Description
Key Skills
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Education - HSC or a graduate
Delivers weekly assessment of the site performance (inputs) with call-outs on misses to drive adherence to plan
· Delivers optimal schedule coverage for the and works with BI to create the needed mechanisms to report adherence
· Delivers skilling plans by site that are needed to ensure service coverage
· Plans and manages wide flex skilling initiatives to help fill capacity gaps and mitigate risks to global operations
· Proactively monitors performance and develops the needed paths to green when operations deviates from plan, coordinates with Site Leads on appropriate correction plans, and tracks adherence to plan
· Consults with Service Support Owners and Ops Managers on testing and validation of Capacity Planning input assumptions
· Provides best practices and necessary guidance on scheduling non-casework time for engineers in order to maintain appropriate levels of service coverage
· Delivers site and profile level holiday scheduling plans
· Acts as link between Global Biz Ops and the business to continually provide feedback on how to align our planning process to reality
Role
Team Leader -(Technical)
Timings
Flexible (Permanent)
Industry
BPO
Work Mode
NA
Process
Semi-Voice
Functional Area
ITES / BPO / Operations / Customer Service / Telecalling
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