Description
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 energetic setting.
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
Solid Excel skills. Ability to scrub, dissect and shape data, create customized reports.

Qualifications

Any Graduate

📌 Senior Executive Noida (India)
🏢 EXL
📍 India