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Job Description
Structured overview of role & requirementsAbout This Role
Own real-time monitoring of support queue adherence and intraday volume to ensure customer response times meet forecasts.
Recommend and implement schedule adjustments during shifts to manage staffing and workload effectively, including handling call-outs and exceptions.
Manage workforce management tasks including staffing forecasting, seasonal adjustments, occupancy evaluation, and communication with Support Leadership about schedule coverage and related issues.
Minimum Requirements
Ability to work U.S. business hours (9:00 AM to 5:00 PM Eastern Time), including participation in after-hours and holiday support rotations.
Experience with workforce management real-time analysis (RTA) preferred, with at least 1 year indicated.
Associate or Bachelor's degree preferred or previous technical troubleshooting experience.
Work Location: Hyderabad, India (Sky tech, Financial District).
Ideal Candidate Profile
Experienced in precise, real-time workforce monitoring and capable of making data-driven schedule adjustments to improve efficiency without compromising service levels.
Skilled communicator capable of coordinating across teams to handle escalations and staffing issues diplomatically and tactfully.
Familiar with forecasting techniques and operational WFM metrics such as occupancy, idle time, and cost management to anticipate and mitigate workforce challenges proactively.