Senior Executive WFM

Job Description

Role & responsibilities Continuously monitor real-time performance against established service level targets and key performance indicators (KPIs). Identify and react to deviations from schedules, including absenteeism, adherence, and unexpected volume fluctuations. Schedule Adherence: Track and report on agent schedule adherence, ensuring that employees adhere to their assigned work schedules. Notify supervisors and team leads of any adherence issues and work with them to implement corrective actions. Intraday Adjustments: Propose and implement real-time adjustments to staffing. Assist in reassigning agents or reallocating resources to address emerging needs. Reporting: Generate and distribute real-time reports on service level performance, adherence, and other relevant metrics. Analyze data to identify trends and areas for improvement. Tools and Technology: Familiarize yourself with WFM software and tools to make real-time adjustments efficiently. Work with IT to ensure that software and tools are up-to-date and aligned with business needs. Proficiency in Excel/Google Sheet reporting Preferred candidate profile Bachelor's degree in a relevant field (e.g., Business, Operations Management, or similar) is preferred Proficiency in using WFM software and real-time monitoring tools. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to handle high-pressure situations and make quick, informed decisions. Detail-oriented with a commitment to data accuracy.