Workforce Services Associate

Skill required: Supply Chain - Supply Chain Optimization
Designation: Workforce Services Associate
Qualifications:Under Gradudate
Years of Experience:6 months to 1 year
What would you do "In our Service Supply Chain offering, we leverage a combination of proprietary technology and client systems to develop, execute, and deliver BPaaS (business process as a service) or Managed Service solutions across the service lifecycle: Plan, Deliver, and Recover. In this role, you will partner with business development and act as a Business Subject Matter Expert (SME) to help build resilient solutions that will enhance our clients supply chains and customer experience. The role of the Workforce Management Associate Intraday exists as a backbone to ensure critical support in achieving process service level metrics. The incumbent is expected to maintain monitor the agreed service levels. The incumbent is the front-line personnel to base skilling prioritizations on the real-time trends identified ensuring desired service level achieved.In this role, you will contribute to the company vision of being the industry leader through quality, commitment, courtesy and teamwork. You have basic knowledge of call centre telephony system, good knowledge in MS Excel, MS Outlook, MS Teams and data flow and data management. "
What are we looking for "

Bachelors degree or undergraduate degree required.

6 months to 1 year of workforce management experience required.

MS Access, Power BI, SQL would be added advantages

Ability to analyse and interpret data

Ability to communicate orally and in writing in a clear and straightforward manner

Ability to communicate with all levels of management and company personnel

Ability to handle multiple projects and tasks at same time

Ability to maintain confidentiality

Ability to make decisions and solve problems Independently

Ability to prioritize and organize effectively

Ability to show judgment and initiative and to accomplish job duties

Ability to work independently with minimum supervision and good team player

Implement practices in alignment with HR policies to optimize SLS cost

Understanding of impact of AUX, AHT, shrinkage, occupancy utilization on average position staffed

Understanding of trend seasonality its impact on intraday SLS.

Ability to work on 24X7 environment with shift adherence

Having knowledge of Microsoft Excel, Outlook, PowerPoint"
Roles and Responsibilities: "

Coordinate and facilitate collaboration with customer care leadership, cap team, information technology, administration and others to ensure smooth delivery of call centre KPIs.

Manage skill-based routing provide feedback, input and analysis to business partners to develop more scientific, time bound and accurate WFM methodology

Perform other duties as requested by supervisor

Please note that this role may require you to work in rotational shifts"
Qualification Under Gradudate