Urgent | Sr. Executive WFM Analyst | Pasay

Work set-up: Onsite

Location:MOA Pasay

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
• 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.
• College Graduate | With audit experience - Completed 2 years in college