Workforce Management
- HTC Global Services
- 7 - 12 years
- Hyderabad
- 8 months ago
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Job Description
The role requires a minimum of 5 years experience with Genesys workforce management suite.
Responsibilities include:
1.Forecasting:
- Analyzing patterns of call volume and average handle time to ensure accurate forecasting of workload demand and staffing needs to meet business goals
- Assessing the impact of special events
2.Scheduling:
- Creating and maintaining work schedules and shifts that will meet the needs of the business, as determined by the forecast and company initiatives
- Monitor incoming volume across all skills and channels (voice, email, chat, Epic work queues), handle times, service levels, headcount, non-phone work, and other statistics (shrinkage) to ensure the appropriate number of agents available to meet Service Desk performance goals
3.Queue Management:
- Making sure calls are answered in a timely manner and ensuring outbound work is completed within the goal including dynamic routing and maximize utilization of cross-skilled agents
- Manage and monitor intraday queue performance and schedule adherence
- Engage with Team Leaders and Managers on any deviations from schedules, including leave early, absences, modifications, processing items, etc.
- Proactively notify leadership/BUs of exceptions
- Manage real time changes to agent schedules in WFM platform
- Ensure absenteeism is properly recorded in our WFM platform
- Manage and maintain agent schedule exceptions, shift requests and assignment, time off requests
4.Intra-Day Reporting: Reporting our results throughout the day
5.Support decision making on Service Desk operations by compiling metrics and reporting: Develop customized reports for SLAs and productivity (team performance, daily/weekly/monthly) and statistical reports for analysis of process health
6.Work with IT in the event of system outages / latency. Communicate status and follow up as needed.
7.Perform system administration duties (creating profiles in WFM, add/remove employees, etc.)
8.Attend weekly, daily, ad-hoc staffing meetings with management and forecast/scheduling analysts.
Requirements
- 5+ years of experience in workforce planning with demonstrated ability to lead cross-functional teams and seamlessly balance strategic and tactical initiatives
- 5+ years of experience with Genesys workforce management suite core requirement
- Experience identifying and implementing technology solutions and tools for business problems Strong collaboration and project management skills to oversee multi-functional projects
- Ability to earn trust, maintain positive relationships, and contribute to a culture of inclusion
- Excellent communication skills
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: HTC Global ServicesLocation(s): Hyderabad
Keyskills: Intra-Day Reporting Workforce Management Genesys Scheduling Forecasting Queue Management Capacity Planning Workforce Planning
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HTC Global Services
HTC Global Services (India) Pvt. Ltd.Established in 1990, HTC is a leading global IT Solutions and Business Process Outsourcing (BPO) provider with headquarters in Troy, Michigan. HTC is a mid-sized IT company with over 6000 qualified and experienced professionals. HTC has a strong client base ...
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