He/She will be responsible for scheduling of associates as per forecast pattern and considering other site level constraints
Should have sound knowledge of routing of contacts and prioritization of contacts as per severity to ensure that service levels are met
Creates Interval level/daily level and Week level plan for business to meet the forecasted numbers and required productivity
Mitigates capacity risks of that site by managing dependencies across multiple operating units. Clearly communicate dependencies to the site lead and manage/track exceptions
Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators such as Occupancy, Productivity, shrinkage, lost hours etc
Builds a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding to the best workflow management practices
Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at that site
Creates reports to drive productivity or to help with root cause analysis
Plays an active role in mentoring workflow talent
Bachelor’s Degree
Overall workflow experience of 3 - 4 years
Should have knowledge of basic workflow concepts, excellent coordination skills
Experience building and analyzing models using Advanced Excel for optimization
Innovative and creative in finding solutions/ designing improved methods, systems and processes
Ability to stay focused and keeps up with our continuous and fast-paced growth
Ability to deflect decisions with data points, foresee potential issues, and advocate relentlessly for improvement
Analyze data to uncover reasons for under/over performance and taking action to improve performance.
Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics driven environment
Proven experience of communicating and influencing both internal as well as external stakeholders with information/data needs in a timely manner.
Evaluate and implement opportunities for improving workflow processes and automation of processes.