- 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
- Robust Excel skills. Ability to scrub, dissect and shape data, create customized reports.

Qualifications

Any Graduate

📌 Senior Executive (Noida)
🏢 EXL
📍 Noida