Workforce Management Coordinator – IT Services- Pune

ESP Global Services; Maharashtra; On-site; INR 380,000 - 520,000; Full time

Job summary

ESP Global Services Ltd in Maharashtra, India, seeks a Resource Scheduler to allocate and coordinate campus ESP and partner Engineers. You will support Customer Success Managers across accounts to ensure the right resources are in place at client sites.

Key duties include scheduling, coordinating with suppliers, maintaining reporting, and assisting with service delivery. Strong IT skills, English communication, and a proactive approach are essential.

Qualifications

• Excellent verbal and written communication skills (English).
• At least 2/3 years of customer service and administrative experience.
• High level of proficiency using IT systems, preferably workforce management systems.
• Ability to manage time-sensitive matters and resolve issues through to completion.
• ITIL Foundation (preferred).
• Able to build close and productive working relationships, including ability to influence others.
• Desire to increase knowledge on the commercial aspects of Service Management.
• Process driven with the ability to be innovative.
• Self-motivated with a willingness to learn and adapt to any new change or situation.
• Analytical and methodical in problem-solving.

Responsibilities

• Co-ordinate the provision of onsite Desktop Engineer teams across a designated area.
• Undertake scheduling management of the desktop remote teams using systems including Excel and workforce management tool.
• Schedule Desktop Engineers to ensure sufficient resources, including planned and emergency absences.
• Work with Local Service Providers and stakeholders to ensure backfill Engineer requirements as per contract.
• Ensure contract tasks, projects and out-of-scope work can be staffed as needed.
• Manage escalations and problems impacting BAU operations and contracts.
• Serve as point of contact for onsite Engineers for admin/procedural/system queries and assist cross-department resolution.
• Support ESP systems to business standards.
• Assist partner invoices and expense claims to ensure cost accuracy.
• Collaborate with Customer Success Managers and delivery teams to produce site coverage reports.
• Review account-specific stats to identify service improvements and quality.
• Provide regular reports with regional and customer services.
• Attend Service Reviews with stakeholders.
• Apply independent judgment to solve systematic problems.
• Ensure team members are informed about campus policies and resource availability.

Skills

Communication

Customer service

Administrative experience

IT systems

ITIL

WFM systems

Tools

Workforce management systems

Job description

Role Purpose

Responsible for the allocation, scheduling and coordination of campus ESP and partner Engineers. Provide support and assistance to the Customer Success Managers across a designated area covering various customer accounts to ensure customer sites/contracts always have the agreed resource in place.

Brief Description

Role Purpose

Responsible for the allocation, scheduling and coordination of campus ESP and partner Engineers. Provide support and assistance to the Customer Success Managers across a designated area covering various customer accounts to ensure customer sites/contracts always have the agreed resource in place.

Responsibilities

• Co-ordinate the provision of onsite Desktop Engineer teams across a designated area.


• Undertake the scheduling management of the desktop remote teams utilising systems, including Excel and/or the workforce management tool.


• Scheduling Desktop Engineers to ensure sufficient resources are always available, including all planned and emergency absences.


• Working with Local Service Providers (suppliers) along with key stakeholders to ensure performance backfill Engineer requirements as per contract agreements.


• Ensure that contract-specific tasks, including projects and those tasks out of scope, can be either fully staffed, partially staffed, or not fulfilled internally by the ESP Desktop Engineers.


• Manage alongside key stakeholders’ escalations and problems that impact on business-as-usual operations and customer expectations and contracts.


• Act as a point of contact for the onsite Desktop Engineers to advise on administrative/procedural/system-related queries and in addition help to facilitate the resolution of any matters that require input from other departments.


• Support Internal ESP systems to business standards.


• Support partner invoices in conjunction with the Customer Success Managers and expense claims with Head of Campus Services to ensure the accuracy of billed vs. actual costs incurred.


• Work closely with the assigned Customer Success Managers and wider delivery team for key accounts in area including producing reporting to show coverage of specific sites.


• Review account-specific statistics to identify and drive service improvements and quality.


• Provide regular reports in conjunction with regional and customer services.


• Attend Service Reviews for both Customer and Internal business stakeholders.


• Applies independent judgment to solve systematic problems.


• Ensure team members are well-informed about campus policies, procedures, and resource availability.

Requirements

• Excellent verbal and written communication skills (English)


• At least 2/3 years; of customer service and administrative experience for role holder to perform fully and effectively in the role.


• High level of proficiency using IT systems preferably workforce management systems


• Ability to manage time-sensitive matters and resolve issues through to completion.


• ITIL Foundation (preferred)


• Able to build close and productive working relationships, including the ability to influence others.


• Desire to increase knowledge on the commercial aspects of Service Management


• Process driven with the ability to be innovative.


• Self-motivated with a willingness to learn and adapt to any new change or situation.


• Analytical and methodical in the approach to problem-solving


• Able to quickly digest data, analyse issues, devise, and execute action plans as appropriate.