Analyst WFM Reporting

• Support in the management and the delivery of the functional and operational plans for all aspects of the Workforce Operations department across client site/s.
• As one of the key contacts for Workforce Operations onsite, assist multiple functions and members of the workforce by implementing timely and effective solutions and prompt escalation and dissemination of information as/when required.
• Support the department/s with day-to-day instances of staff shortages and/or overstaffing and escalate trends of shortage or overstaffing to the Management.
• Communicate regularly and concisely with the Contact Center Manager and Workforce Operations team to ensure free flowing 2-way communication, escalating challenges and/or risks for prompt resolution.
• Establish and maintain strong working relationships with all Functions, support the Workforce Services team in ensuring scheduling and rostering deadlines are met across all Functions and on-the-ground adjustments are updated in a timely manner.
• Manage, update, and send daily, weekly, monthly ad-hoc reporting to assist the mgt in monitoring contact center, team & representative performance across client site/s, including but not limited to shrinkage, occupancy, and NPT usage.
  

CANDIDATE PROFILE

• 2+ yrs specific exp. in workforce scheduling (roaster creation), Real Time Mgt, Reporting & Warehousing.
• Able to balance a large-scale function operation while understanding the strategic, detail-oriented planning required to deliver it.
• Excellent analytical, numerical, problem-solving, and decision-making skills
• Excellent verbal and written communication skills.
• Ability to effectively present information and engage across all levels of the organization.
• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, shifting-priority in a 24*7 operational environment.
• Proficient in MS Office (Macros + advanced functions) and WFM software utilized by assigned projects (Verint, IEX, Aspect, etc.)
• Ability to work effectively in a new environment.