Sr Executive WFM Analyst
Sr Executive WFM Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Work setup: Onsite
Location:MOA Pasay
Role & Responsibilities:
- Manage the scheduling process of the program.
- Create agent schedules IDPs and make necessary adjustments as necessary.
- Acts as backup to the CWFM Assistant Manager.
- Manage employee information changes inside Verint WFO system
- Communicate effectively with internal and external customers
- Responsible for balancing staffing requirements with operational efficiencies and financial goals.
- Create staffing plans to manage headcount based on the locked & rolling forecast
General Skills:
- Ability to prioritize workload meet deadlines and perform multiple tasks with attention to detail
- Solid critical thinking problem solving and interpersonal skills
- Very proficient with Microsoft Excel
- Ability to scrub dissect and shape data create customized reports.
- Good knowledge of any WFM systems such as eWFM Blue Pumpkin/Impact 360 IEX etc.
- Create forecasts schedules and IDPs run scenarios inside a WFM tool
Work Experience Requirements
- 2 year of handson experience in WFM in a call center inbound voice process
- 1 year of Scheduling experience using any of the following tools eWFM Blue Pumpkin/Impact 360 or IEX.
- College Graduate With audit experience Completed 2 years in college
Employment Type
Full Time
