Qualifications

• Atleast 2+ year in a call center inbound voice process


• 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,Verint etc.


• Excellent verbal, written and comprehension skills 

.Role & Responsibilities

• Manage agent schedules, IDPs and make necessary adjustments as needed.


• Update employee information changes inside Verint WFO system


•  Monitor agent adherence against their schedules in Verint WFO system


• Ensure staffing requirement is met based on the IDPs


• Communicate effectively with internal and external customers


•  Responsible for balancing staffing requirements with operational efficiencies and financial goals.


• Create daily/interval reports on operational performance as required.


• 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.