Aug 2022 – Aug 2025 · 3 yrs · Gurugram, Haryana, India · Remote

• Managing the end to end Scheduling Process and ensuring that’s in line with Client guidelines, constraints and labour law.
• Updating and maintaining the weekly ,planned & actual attrition for the scheduling and the planning process.
• Updating & maintaining the AHT,planned & actual Shrinkage,lateness & Conformance, identifying the trend for the scheduling and planning process.
• Identifying resource gaps, shortfalls and agree the appropriate strategy for optimising service delivery performance with the Operation Management Group.
• Work on recommendation to balance staffing on weekly basis and making our partners (RTA & Operations aware of it ).
• Collaboration with the Operation to identify and tracked the planned and unplanned absence as well as behavioural issues.
• Headcount management and cordinate with Operations in case of any discrepancy to aligned with the current Headcount
• Headcount management and cordinate with Operations in case of any discrepancy to aligned with the current Headcount
• Hosting strategy call on weekly basis to discuss the above trend ,future weekly planners and their shortfalls with top management & Operations.
• Handled all scheduled related request including PTO,VTO,Shift swap and overtime
• Analyzed call data and to identify the trends and opportunities for improvement.
• Creating the shift review and the sending to the site if requires.
• Analyzing the reason for the discrepancy in the meeting with the Client requirement and delivering the results with accuracy and efficiency.
• Responsible for maximizing efficiency while meeting service objectives.
• Analyzing the rotation balance in team & aligning same if requires.
• Planning and scheduling training, coaching,break optimization.
• To work with the RTA team along with the management by sharing the schedules and planners for the future weeks
• Tools used - Teleopti,IEX,Sagacity