Senior WFM Analyst
India
Full Time
2 hours ago
Visa Sponsorship
Key skills
Visual BasicLeadershipTime Management
About this role
Role Overview
- Accountable for tactical work within Workforce management
- Support various workforce management roles (Scheduling & Real Time)
- Manage the Scheduling mailbox and respond to requests
- Manage the Real Time mailbox and respond to requests
- Process schedule exceptions and manage training requests
- Achieve daily service level and efficiency goals
- Watch real time queues and make real time skilling changes
- Perform Health and Safety responsibilities for the team
Requirements
- College degree preferred
- Minimum of 3 years call center experience
- Minimum 2 years of Workforce management scheduling & Real time management experience
- Very good analytical skills
- Self-motivated and flexible in working hours according to workloads
- Extremely accurate in entering and presenting data
- Ability to work independently
- Strong knowledge of Avaya CMS
- Strong at MS Excel and intermediate Visual Basic and ODBC skills
Benefits
- Health and welfare insurance plans
- Retirement programs
- Parental leave
- Adoption assistance
- Wellbeing resources to support you and your immediate family
- Travel perks with deals from major travel providers
- Access to over 20,000 courses on learning platform
- Leadership courses