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.