Workforce Expert Job Vacancy in BT Gurgaon, Haryana – Latest Jobs in Gurgaon, Haryana

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Company Name : BT
Location : Gurgaon, Haryana
Position : Workforce Expert

Job Description : Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.
There are two things that we want to share with anyone considering joining us.
Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.
Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

About this role
Under the direct guidance of the Team Leader WFM , this position will take ownership for the Scheduling and Intra-day performance of Enterprise & Consumer Line of Businesses. Using Nice iEx scheduling tool , Enterprise Reporting tools, the WFM Scheduling Expert will be responsible to develop and maintain optimal schedules for the service center staff in order to ensure we meet our long-term (annual & monthly), short-term (weekly & daily) and intra-day service center goals and guidelines.
As a member of the WFM team, the Workforce Expert will be responsible for providing and completing regular scheduling responsibilities and provide schedule analysis and staff recommendations to meet service center goals. This position requires detailed, accurate, and timely completion of scheduling reports. Additionally, Workforce Expert will assist in the maintenance of WFM data reports to ensure accuracy of historical statistics provided to our customers.
The position must establish and maintain effective working relationship with all levels of employees & management from multiple departments and multiple sites including Operations team, Planning Managers and the Command Center Real Time Team(CRT/NRC). Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations.
You’ll have the following responsibilities
KEY RESPONSIBILITIES:
Ensure schedules are generated on a regular basis to maximize efficiency of resources
Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations.
Provide and maintain Intra-day Performance reports
Ensure data integrity within WFM system
Capture, store and report on historical statistics
Provide and create New Hire and Department Shift Bids
Establish and maintain communication channels to ensure scheduling and resources are met.
Provide various WFM Presentations such as New Hire Presentation and Department Quarterly Reviews
Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation
Maintain constant communication with Operations teams, Planning Managers and CRT/NRC to coordinate needed staffing adjustments based on current and forecasted results.
Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation for Voice, Chat Back Office and Blended Businesses.
Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
Compares results to forecast and identify opportunities for improvement
Provide daily/intra-day performance reports to leadership
Identify staffing gaps,behaviour gaps,communication gaps,
Take responsibility for personal development and drive own performance
Strong stakeholder management
You’ll have the following skills & experience
ESSENTIAL SKILLS:
A candidate with core WFM scheduling & short range forecasting experience will be preferred.
Knowledge of WFM systems, must have expertise on IEX & preferably Genesys Workforce Manager additionally
Strong Excel skills with good overall MS Office (Excel, Word, Outlook) skills
Complete understanding of overall operational activities including phone, email, chat, in-app channels
Capacity Planning experience is preferred
Proven track record in working successfully in virtual teams
Very good numeracy data analysis and presentations skills
Good Data input skills
Problem solving
Excellent English verbal and written language skills
EXPERIRNCE & QUALIFICATIONS REQUIRED:
2-3 years of Workforce Management experience using WFM software with a must have knowledge of IEX & preferable is Genesys.
2-3 years of Excel experience with Intermediate knowledge of formula definitions
1-3 years of Data Analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc)
3-5 years working in a Call Center environment.

About BT
BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do – and in the people who work here.
We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we’re on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you’re interested in the power of potential, why not join us today and release yours? You can read more here about what it’s like to work at BT
How to Apply
It’s easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don’t worry if you need to make changes – you’ll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!

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