Providing Operations teams with the Headcount of the assigned Accounts daily. Providing Operations leadership teams with timely, accurate reports on an intraday performance, Impacts and next day projections.Planning of all off-line activities required after posting of schedules (managing training plans, focus sessions, meetings, etc.). Prime to identify and action all staff deviations related to required off-line activity as per established guidelines.Approving shift swaps within the center, processing PTO requestsBe a part of the weekly and daily staffing review meetings with Operations/WF management from different centers across the globe detailing previous and current week's performance and forecast the requirements and performance of remainder of current and next week, while also identifying the risks and plan accordingly.Administration of intraday schedule changes.Preparing Daily/Weekly/Monthly performance reports for the Operations and Workforce Management leadership.Represent WFM as the point of contact in various Ops and WFM’s staffing requirements’ meetings and provide insight from WFM perspective and work accordingly on the discussed points.Catering to Ad-hoc Requests from the leadership teams.

1. Manage the planning and co-ordination of the scheduling of HYD Site.2. Plan network capacity by half hour interval, to achieve service level, cost and productivity goals. Communicates regularly with the Network Amazon workflow team and outsourced partner sites to close any capacity gaps and reduce periods of low occupancy3. Mitigate capacity risks by managing dependencies across multiple sites and operating units. Clearly communicating dependencies and manage/track exceptions.4. Regularly analyse contact arrival patterns and Customer Service Associate (CSA) productivity to maintain an accurate day of week and interval workload pattern by skill and contact type.5. Responsible for identifying and managing optimal CSA scheduling approaches across the internal CS site.6. Identify root cause of any misalignment to the short term plan and implements corrective actions to ensure delivery of service level, cost and productivity goals.7. Responsible for reporting on service level misses, completion of root cause analysis and production of corrective action plans.8. React to changes in daily call volumes and handling times and determining the required staffing level changes to ensure delivery of daily service levels.9. Pull reports from MYSQL/ODBC (Open Database Connectivity) and send it across.