Senior Executive

Essential Duties & Responsibilities

• Manage the scheduling/forecasting process of the program
• Create agent schedules, IDPs and make necessary adjustments as necessary
• Acts as backup for the WF Manager
• Manage employee information changes inside WFO system
• Communicate effectively with internal and external customers
• Responsible for balancing staffing requirements with operational efficiencies and financial goals
• Efficiently manage intra-day staffing and service level
• Provide timely, accurate reports on intra-day performance
• Monitor and drive schedule adherence
• Perform other duties and assignments as directed
  

Minimum Work Experience

• Minimum of 2-year WFM experience in a call center inbound voice process
• 1+ year of Scheduling/Forecasting experience using any of the following tools - eWFM, Blue Pumpkin/Impact 360, or IEX.
  

Skills Requirements

• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
• Solid critical thinking, problem solving, and interpersonal skills
• Demonstrates ability to give and receive feedback with peers and business partners
• Ability to work independently with minimal supervision
• Must demonstrate sound arithmetic, analytical and problem solving ability.
• Ability to adapt to workload and multitask with attention to detail in a dynamic environment.
• Excellent verbal, written and comprehension skills
• Ability to scrub, dissect and shape data, create customized reports.
• Good Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS etc.
• Create forecasts, schedules and IDPs, run scenarios inside a WFM tool
• Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.