Senior Executive

Job Description

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.