Service Desk - Workforce Manager

Service Desk - Workforce Manager (Planning and Scheduling Specialist) Position Description
JOB REQUIREMENTS
As Service Desk Work Force Manager (WFM),
• Upkeep of key metrics like Service Levels / ASA / Average Handle time and perform volume forecast
• Help Operations achieve any agent level or team level KPIs that build up to the Service Desk metrics
• Monitor and highlight any variances in staffing (adherence and conformance), skills and assets, thereby forewarning the consequence of staff being online / offline
• Monitor and react to unplanned shrinkage
• Monitor and highlight areas of concern such as call avoidance / disconnects / queue toggling
• Reports & Analytics to be prepared and shared on a Daily / Weekly / Monthly and need basis
• Schedule Daily, weekly and monthly schedules including short / long breaks
• Transport schedules / Training schedules wherever possible
• Act as a SPOC between the Service Desk, ISIT and Infra teams on member telephony access and issues
• Assist and help in telephony rollouts and deal with Genesys (call recording) functionality upgrades / issues in liaison with the SD Managers
• Be readily available on the floor during key business hours to help manage schedule adherence and conformance; real-time monitoring
• React quickly to workload spikes and major incidents; help mitigate through high volume periods
• Maintain and use ‘Handover’ & ‘Succession plan’ during planned leaves and project re-assignments / leavers
• Have weekly / monthly meetings with SD Managers & Team Leads whilst recording the minutes and action closure
• Maintain issue logs and highlight risks to the Managers / Team Leads
• Provide suggestions for continuous improvements
• Liaise with local administration and facilities to implement business continuity and disaster recovery plans KEY RESPONSIBILITIES
• Awareness about Contact Center / WFM tools
• Good knowledge of MS Office
• Strong analytical, reporting and good presentation skills
• Excellent verbal and written communication skills
• Willing and able to work in rotational shifts and extend as per business demands
• Should be a go-getter, think out of box for continuous improvement Prerequisites/Mandates
ITIL foundation certified.
Should have excellent knowledge of Genesys Cloud - scheduling, reporting. Work Environment: 24X7 operation, late night work.
Location: Bangalore Your future duties and responsibilities Required qualifications to be successful in this role Together, as owners, let’s turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction. Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join our team—one of the largest IT and business consulting services firms in the world.