Associate, Planning and Scheduling

Key responsibilities:

• The WFM Associate will act as a liaison between the Centralized and Site WFM teams.
• Preparation of daily / Weekly / Monthly MIS reports.
• Resolve escalated issues and requests from site management.
• Root cause analysis of SLA deviations, action plan development and resolution.
• Monitor real-time queue, schedule adherence & attendance.
• Key daily exception requests and update schedules.
• Cross-train with Scheduling Analyst.
• Optimize breaks the day of or day before the actual schedule.
• Schedule ADHOC intra-day training requests and update schedules.
• Attend centralized and/or site management meeting, as required.
• Cater to real-time ad-hoc requests as and when required.
• Recommend strategies to Operations for improved labor utilization and key performance indicators.
• Review and process VTO/PTO/OT/Non-Prod time requests in real-time.
• Intraday re...