Key Responsibilities: 1.Primarily responsible to ensure an optimal staffing level necessary to deliver efficient and effective client services 2. Prepares staffing schedules and rosters that ensure efficient and effective resource allocation for uninterrupted service delivery, 24/7 for all i2c locations. 3. Schedules, controls and supervises staff breaks, entry and exit on the floor, on the basis of current and anticipated workload. 4. Continuously monitors call (and ticket) volume/level and current staffing level to ensure that adequate resources are available at all times necessary to meet desired service levels, norms and standards 5. Promptly acts to engage additional resources as the need arises 6. Prioritizes or facilitates in prioritizing calls/tasks to address changing load/levels of client requests and calls 7. Proactively analyzes calls/tasks trends and patterns to predict future workload and change patterns 8. Collects, measures and analyzes relevant metrics to define workload norms that help prepare effective staffing plans and schedules in a proactive manner 9. Defines thresholds for raising alerts and generating prompt staffing response 10. Defines and improves staffing processes aimed at smooth and continuous client services and efficient resource utilization 11. Coordinates with the manager and relevant team members to constantly keep abreast with anticipated business, events and circumstances that have the potential to significantly affect work volume 12. Compiles, analysis and submits periodic reports to management that aid in making decisions regarding staffing and workload forecasting 13. Continuously strives to optimize resource allocation and improve procedures for staffing and resource scheduling 14. Address reporting needs for the department and publish all internal and external reports with in the set deadlines. Work to constantly to improve reporting formats and features for better visibility. 15. Address other tasks as assigned by the management.

Competencies: 1. Good communication (oral and written) and analytical skills 2. Strong customer orientation 3. Excellent spreadsheet (MS Excel) and data analysis skills along with good command over other office tools. 4. Good arithmetic skills with an aptitude for numerical analysis 5. Excellent interpersonal and team skills 6. Hands on experience on Work Management Tools with a know how on Call center technology and frame work. 7. Motivation and ambition to excel 8. Drive to learn and grow