Essential Functions and Responsibilities:
- Analyze and match staffing levels including schedules according to client requirements. Report daily staffing to the client. Plots required trainings based on staffing lines.
- Run and distribute various reports regarding billables, availability, absenteeism, schedule adherence, headcount, intervals, and segments.
- Performs intraday monitoring as needed.
- Proactive communication of CCS metrics and recommendations for action to Operations Management.
- Balance billables to ensure the client is billed appropriately. This entails comparing Kronos time and TCS time for each Consultant, analyzing the differences, and making corrections as needed.
- Ability to support other sites when necessary.
- Enter new hires data into TCS.
- Process shift bids.
- Educate new hires on scheduling and RTO procedures.
At least 1 year of experience as a Workforce Scheduler in a BPO setting
Knowledge of Resource Management / Workforce Management tools
Experience in Aspect eWFM is a plus
Proficient in Microsoft Office applications
Ability to manage multiple tasks and work with shifting priorities
Strong organizational, analytical, problem-solving, and communication (oral & written) skills
- ritten) skills are required.
- Willing to be assign on a Hybrid Setup/Office is located at Commonwealth, QC
- Can start ASAP
Top Skills
What We Do
When people reach for their phones, use laptops, or grab their tablets, Afni's contact center teams are there to provide prompt and friendly help. That's Afni. We're a global team of people who love helping companies develop meaningful and profitable relationships with customers.
In 1936, we got our start in Bloomington, Illinois as a consumer collections agency. Today, we're so much more. Our channel strategies and customer lifecycle solutions give our clients ways to connect with their customers for many reasons, using their customers' channels of choice.
.png){kind=logo}
