Sr Support Ops Specialist
Symantec
Chennai, Tamil Nadu
Overview

The Norton Support & Services Workforce Management (WFM) team is responsible for the entire workforce management process with the purpose of optimizing resources to deliver a great customer and employee experience. The team is overall accountable for forecast, capacity planning, agents schedule, and real-time queue management. The team supports 24x7

Operations and it has global responsibility managing multi-language, multi-partners, and multi-locations. An exciting opportunity is available within the WFM team for a Sr Support Ops Specialist.

Responsibilities
Define Staffing requirements
Understands components of staff workload and calculates staff workload by interval/day
Monitors and records factors impacting offered, handle, handle times on both data gathering and staffing calculations in order to conduct staffing schedule reviews and adjustments
Keeps track of factors that influence staffing numbers
Works with partners to plan releases, training, projects, etc.
Prepare performance models and plan capacity effectively.
Controls and monitors staff occupancy and productivity
Profile maintenance and access rights for users on WFM Tool
Create and plan workforce schedules
Controls and monitors shrinkage and use it to plan headcount requirements into schedule
Understands site-specific advantages/ disadvantages in scheduling call center agents
Defines the options of identifying schedule preferences using technology
Monitors the impacts of requirements such as research, training, and mentoring
Responsible for schedule creation and optimization
Knowledge of skill-based scheduling and suggests alternatives
Provide real-time queue monitoring and management at an intra-day level with the aim to maximize resources efficiency
Work with the respective contact centers to ensure that the partner's schedule is in line with the global schedule and adjusted accordingly.
Analysis and tracking of shrinkage data
Monitors attendance and schedule adherence
Education and Experience
Experience in global, multi-channel large contact center operations
2-5 Years experience in WFM and Contact Centre Staffing schedules
Business Management Bachelor's Degree or equivalent work experience.
Expert user of call center scheduling software (Aspect preferred)
COPC certification is an advantage
Proficient in English
Success Factors
Is self-directed and requires little supervision. Meets self-imposed deadlines.
Has excellent analytical skills and strong decision-making abilities.
Resolves problems as needed.
Must be a team player and able to work with and through others.
Able to work effectively at all levels in an organization. Good relationship building skills.
Will be hired for evening shifts, but must be able to work flexible hours covering any hours of the operation as needed.
Effective written and oral communication skills.
Proficient in MS Excel and PowerPoint
Ability to work in a fast-paced environment and be able to adapt to changing priorities and workload quickly.
Strong organizational and prioritization skills with attention to detail.
Experience in producing reports from raw data.
Symantec is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Symantec strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.

We also consider for employment qualified individuals with arrest and conviction records. In addition, Symantec will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency.

EEO is the law. Applicants and employees of Symantec Corporation are protected under Federal law from discrimination. See the EEO poster and supplement .
Symantec Corporation (NASDAQ: SYMC), a global leader in cyber security, operates one of the world’s largest cyber intelligence networks allowing organizations, governments, and people to secure their most important data wherever it lives. Enterprises across the world rely on Symantec for integrated cyber defense against sophisticated attacks across endpoints, infrastructure, and cloud. More than 50 million people and families rely on Symantec’s Norton and LifeLock Digital Safety Platform to help protect their personal information, devices, home networks, and identities at home and across their devices.

Relentlessly protect the world’s information. Make a difference at Symantec. Across the globe, we are an ‘essential’ partner to both consumers and businesses of all sizes. We combine our talents, our brains, and our creative energy to reinforce our place as a world-class technical community.

Our most critical asset at Symantec is the talent we hire - you! We look for people who have a desire to excel and reflect our values: Innovation, Action, Customer-Driven, and Trust. We recognize that every opening in our company is a chance to increase Symantec's competitive advantage, and we are willing to invest in you in order to win.

Symantec is committed to requests for reasonable accommodations to assist you in applying for positions at Symantec including resume submissions. If you need to request an accommodation, please reach out by email to Talent Acquisition or contact HR Service Exchange .