Urgent Starters! Hiring WFM Real Time Analyst | EXL Cebu

Basic Functions

• Responsible for managing staffing models and scheduling processes
• Ensure there are enough headcount staffed based on the look ahead

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
• 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

Work Experience Requirements

• 2+ year of hands-on 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.