Job Description: General Skills
- 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
Technical 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
Responsibilities: Role & Responsibilities
- Manage the scheduling process of the program
- Create agent schedules, IDPs and make necessary adjustments as necessary
- Manage employee information changes inside Verint WFO system
- Communicate effectively with internal and external customers
Qualifications: experience required
- 3+ year of hands-on experience in WFM in a call center inbound voice process
2+ year of Scheduling/Forecasting experience using any of the following tools - eWFM, Blue Pumpkin/Impact 360, or IEX.
