Senior Executive

-       Manage the scheduling process of the program
-       Create agent schedules, IDPs and make necessary adjustments as necessary
-       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

Responsibilities

-       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.

Qualifications

Any Graduate