Workforce Management Specialist
6 days ago
As a seasoned professional in workforce management, we are seeking an Intraday Operations Analyst to join our team at Neksjob. This role is responsible for providing expert-level support in managing intraday operations and reporting inquiries.
Key Responsibilities:
-Serve as the primary point of contact for Intraday Analysts regarding Service Level (SL) misses or operational challenges.
-Function as the first level of escalation for reporting inquiries or troubleshooting issues related to reports.
-Collaborate with the Workforce Management team to conceptualize and develop intraday reports that enhance team efficiency and contribute to operations performance.
-Deliver training sessions and knowledge transfer on WFM tools and functions, serving as a go-to resource for Real-Time Analysts (RTAs) and operations personnel.
-Generate performance reports and provide input and recommendations based on performance trends.
-Ensure adherence to planned data collection procedures, including data types and timeframes.
-Automate reports to reduce inefficiencies by designing macros.
Requirements:
-College Undergraduate degree or relevant experience in BPO or non-BPO environments.
-At least 6 months to 1 year of RTA experience; prior WFM experience is a plus but not mandatory.
-Proficiency in Microsoft Office applications, particularly Word, Excel, and PowerPoint.
-Familiarity with WFM tools such as eWFM, IEX, CMS Avaya, Blue Pumpkin, or Aspect is beneficial but not required.
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