Responsibilities:
Maintain forecasts within the IEX platform to ensure they are accurate, up to date, and reflective of departmental averages.
Make strategic decisions regarding forecasts to update skill prioritization within IEX.
Process all skill changes and ensure the requested changes align with our overall objective.
Maintain the integrity of the Skill Matrices and conduct regularly scheduled audits.
Maintain open lines of communication with all levels of leadership regarding day-to-day operations.
Identify call volume anomalies and escalate to leadership.
Compare initial forecast to reality and identify opportunities for improvement.
Evolve with changing business conditions as the organization onboards recent technology and customer channels.

Requirements:
Bachelor’s Degree or 2+ years of call center experience including experience within roles requiring the management of complex enterprise level processes.
3+ years of experience working within or directly with Workforce Management teams in an omni-channel setting preferred.
Excellent organization,



multi-tasking skills, and a demonstrated ability to work in a team environment.
Must be comfortable working overnight schedules.

Who We Are:
Welcome to arrivia. We specialize in making brands better through the power of travel. With more than 55 years of combined experience, we’re a merger of three powerhouse brands (in case you’ve heard of us in the travel industry) combining ICE, SOR Technology and WMPH Vacations. With offices on both coasts of the US and around the world, we embrace diversity and a passion for travel across our global staff.

We’re focused on building a customer-first culture, fueled by the best travel experiences for all our members at every point in their journey. Grow with us, as we continue our path to deliver cutting-edge solutions and take charge of change. The adventure is only beginning. We’re on a mission to help people around the world travel better and experien

📌 Workforce Coordinator Mumbai
🏢 arrivia
📍 Mumbai