Sr. Workforce Management Analyst - Genesys

As a Scheduler (WFM) at Etraveli Group, your primary responsibility will be to review forecasts and manage all scheduling related activities end to end. You will ensure scheduling efficiency, timeliness of schedule release, and coordinate with Operations for leave planner and scheduling inputs. Your role will involve analytics, data mining, generating suitable work patterns and shift activities, as well as tracking scheduling efficiency. To qualify for this role, you should have at least 5 years of experience in Workforce Management, with a minimum of 3 years as a scheduler. Experience with scheduling on Genesys Purecloud is required. You should possess good business acumen, be proficient in analytical interpretation of data, and have excellent written and verbal communication skills. Strong interpersonal skills are essential for facilitating cross-geographic interactions. In this position, you will be responsible for maximizing efficient resource utilization for released schedules in a cost-effective manner. This includes managing holidays, voluntary time-offs, break planning, and optimizing Workforce Management tools. You will need to ensure sufficient coverage at all times to consistently meet requirements and make adjustments promptly for any exceptions or future changes. Other key responsibilities include completing new hire, leavers, and internal transfer processes, tracking training batches and learning curves for new hires, optimizing WFM schedules, maintaining annual leave records, and providing regular schedule adherence reporting for Operations. Additionally, you will work closely with Real-Time Analysts to ensure agent adherence and productivity, monitor non-call handling activities for efficient resource utilization, and perform any other assigned responsibilities. Join Etraveli Group's dynamic team of passionate professionals and contribute to making the world smaller for our customers while expanding opportunities for our people.,