Workforce Management
1 week ago
Requirements:
- Candidate must possess at least a Bachelors/College Degree
- 2 years minimum experience in Workforce Management
- Excellent skills in scheduling and real-time time management a must
- Detail oriented with ability to deliver project deliverables with little supervision
- Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various level
- Flexible and willing to work in shift schedules
Responsibilities:
- Regularly performs volume and performance analysis and proactively communicate possible
impacts to business - Supports management with all necessary reports and planning models to facilitate the process
of decision making - Monitors actual activities and compare it to plan and make recommendations for immediate
changes - Staff the appropriate number of agents at the proper time based on recent/historical capacity
drivers - Ensures that pre-planned activities are being scheduled in advance and communicated
effectively - Adjust the schedules accordingly based on the actual scenarios and provide overtime
requirements/voluntary time off to ensure efficient and effective staffing - Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
Technical Skills:
- Very proficient with Microsoft Excel
- Ability to scrub, dissect and shape data, create customized reports.
- Good knowledge of any WFM systems such as eWFM, Blue Pumpkin/Impact 360, IEX etc
- Create forecasts, schedules and IDPs, run scenarios inside a WFM tool.
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