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Assistant Manager WFM - Scheduling

People are at the core of Fareportal. We are one of the fastest growing travel technology companies in the world; our portfolio of travel brands, including flagship product CheapOair, receives over 100 million visitors annually.    

Fareportal is hiring a highly talented and motivated Assistant Manager  - WFM Scheduling. This is a highly critical role for forecasting, scheduling, and resource planning of enterprise level of contact center volume and enterprise capacity. The incumbent on this role will have the ownership and accountability of developing various scenarios of forecasting, scheduling and resource planning using the Verint WFM solution.

There isn’t a better time to join our growing global team!

Responsibilities

  • Responsible for running long, medium and short range forecasts based on different forecasting models.
  • Knowledge of any WFM tool (e.g. Verint/IEX/Aspect/Blue Pumpkin, etc) for running various forecasting and scheduling models.
  • Advanced understanding of planning and staffing mechanism in a contact center.
  • Clear understanding of industry standard forecasting, scheduling and planning processes with working knowledge of designing enterprise level scheduling models and scenarios.
  • Ability to track and project shrinkages as they happen within the Verint Tool (Intraday, daily, weekly monthly and other shrinkages).
  • Conducts and summarizes complex data and business analyses to develop forecasting and capacity plans with, including revenue and demand projections and workforce optimization.
  • Use output from Verint solution to construct statistical and financial models with minimal direction to forecast business performance.
  • Defines metrics required to measure business performance, and compares actual data to forecasted numbers.
  • Effectively coordinate with recruitment/training for resource planning.
  • Regulates real time call volume in a multi-skill, multi-site call center environment.
  • Manage a team of Schedulers and motivate them to perform at highest standards.
  • Work in synergy with other functions of WFM and Operations to achieve overall company goals.

Requirements

  • High school / Graduation from a reputed university.
  • More than 5 Years of experience in WFM, Forecasting, Capacity planning or Operations Planning.
  • Ability to learn and draw on new analytical techniques. Strong knowledge of Excel, Access, Statistical analysis, and forecasting.
  • Knowledge of any WFM tool (e.g. Verint/IEX/Aspect/Blue Pumpkin, etc) is a must.

What we offer

  • Free transportation
  • Complimentary meals
  • Recreation lounge
  • Team building activities
  • Fun team outings
  • Unlimited coffee

 

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