Job Description: Essential Duties & Responsibilities: - Manage the scheduling/forecasting process of the program - Create agent schedules, IDPs and make necessary adjustments as necessary - Acts as backup for the WF Manager - 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 Minimum Work Experience: - Minimum of 2-year WFM experience in a call center inbound voice process - 1+ year of Scheduling/Forecasting experience using any of the following tools - eWFM, Blue Pumpkin/Impact 360, or IEX. Skills Requirements: - 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 - Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.
