Senior Executive

As a Senior Executive in the Utilities & Others sector in Noida, you will be responsible for managing the scheduling/forecasting process of the program. Your key duties and responsibilities will include creating agent schedules, IDPs, and making necessary adjustments, acting as a backup for the WF Manager, managing employee information changes inside the WFO system, and effectively communicating with internal and external customers. You will also be accountable for balancing staffing requirements with operational efficiencies and financial goals, efficiently managing intra-day staffing and service level, providing timely and accurate reports on intra-day performance, monitoring and driving schedule adherence, and performing other duties and assignments as directed. To be successful in this role, you must have a minimum of 2 years of WFM experience in a call center inbound voice process and at least 1 year of Scheduling/Forecasting experience using tools like eWFM, Blue Pumpkin/Impact 360, or IEX. Additionally, you should demonstrate the ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail. Strong critical thinking, problem-solving, and interpersonal skills are essential, along with the capability to give and receive feedback with peers and business partners. You should also be able to work independently with minimal supervision, possess sound arithmetic, analytical, and problem-solving abilities, and adapt to workload and multitask effectively in a dynamic environment. Excellent verbal, written, and comprehension skills are required, as well as the ability to scrub, dissect, and shape data to create customized reports. Moreover, you should have good knowledge of WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS, etc., and be proficient in creating forecasts, schedules, and IDPs, as well as running scenarios inside a WFM tool. Strong Excel skills are a must, enabling you to scrub, dissect, and shape data to generate customized reports. Overall, you will play a crucial role in ensuring efficient workforce management and operational excellence in a fast-paced environment. If you have the relevant experience and skills mentioned above and are looking for a challenging opportunity in Noida, we encourage you to apply for this Senior Executive position in the Utilities & Others sector.,