| Scheduling | • Design and
publish agent schedules aligned to forecasted demand, skill mix, and business
rules • Optimize shift patterns, rosters, and shift-bidding processes to balance service levels and cost • Manage schedule change requests, swaps, overtime allocation, and time-off approvals within policy • Build and maintain multi-skill / multi-LOB schedules ensuring compliance with labor and shift regulations • Continuously refine scheduling models based on shrinkage trends, absenteeism patterns, and attrition • Publish schedules within agreed timelines and communicate changes proactively to Operations |
| Real-Time Analysis (RTA) & Real-Time Management (RTM) | •
Monitor real-time queue performance (service level, occupancy, ASA, abandon
rate) and trigger corrective actions • Track intraday adherence and manage exceptions (breaks, leaves, unplanned absenteeism) in real time • Perform intraday re-forecasting and re-optimization of staffing based on actual volume trends • Coordinate real-time skill-based routing changes and overflow/escalation actions with Operations • Maintain real-time dashboards and alert mechanisms for SLA breach risk and staffing shortfalls • Conduct root-cause analysis of adherence and SLA misses, and recommend real-time corrective measures • Act as the point of contact during shift for all staffing and adherence-related escalations |
| Reporting & Analytics | •
Prepare daily/weekly/monthly WFM dashboards and reports (adherence,
attrition, shrinkage, SLA, utilization) • Analyze trends and provide insights to leadership for decision-making • Maintain data accuracy across WFM tools and reporting systems |
| Stakeholder Management | •
Partner with Operations, HR, and Training teams on headcount and schedule
planning • Support client interactions/reviews related to WFM metrics where required • Contribute to process improvement and automation initiatives |
Source: Tata Consultancy Services careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
Tata Consultancy Services is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official com... Read More
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