WFM Senior Schedule Planner (BKK, KUL or Gurgoan based)

Purpose of the role

The WFM Senior Schedule Planner (Senior SP) operates as a senior level role within CEG’s WFM Schedule Planning team, with responsibilities in creating and publishing accurate agent and Team Manager schedules.

The Senior SP will organize schedules to optimize balanced SLA delivery and comply with legal and operations constraints. This role also has responsibilities in BAU schedule activities, such as shift assignment, training, meeting and coaching as well as JIRA ticket requests, for agent pull-out. This role is also a ‘subject matter expert’ in Verint setup and maintain Verint profile.

As a senior role in the schedule planning team, the senior SP is a support to the WFM management team. The senior SP also provides coaching to team members, as well as leading projects and tasks.

The activities of the Senior Schedule Planner are the same as WFM Schedule Planner ...