- Develop, manage, and optimize agent schedules to align with forecasted demand and service level targets across in-house and BPO teams.
· Make real-time adjustments to schedules in response to unexpected changes such as call volume spikes or staffing availability, in accordance with standard operating procedures (SOPs).
· Allocate shifts, breaks, and off days by balancing agent preferences, contractual agreements, and business needs.
· Monitor schedule adherence, identify deviations, and proactively address non-compliance or productivity issues with the Operations team.
· Maintain accurate and up-to-date headcount forecasts based on historical trends, seasonal patterns, and business forecasts.
· Generate and analyze WFM performance reports, including schedule adherence, coverage gaps, utilization, and staffing efficiency.
· Provide administrative support to the WFM Manager and contribute to ongoing operational improvement initiatives.
· Act as a point of contact for scheduling-related inquiries from agents, team leads, and managers, ensuring timely and accurate responses.
· Liaise with internal departments and external BPOs to resolve cross-functional issues impacting workforce planning.
· Support short-term planning and coordination of training, meetings, and departmental activities.
· Proactively communicate issues that may impact service performance and escalate accordingly.
· Uphold and execute planning strategies with a moderate level of autonomy, following established processes and guidelines.
