Company Description
IGT Solutions is a leading next-gen customer experience company, specializing in AI-led transformative experiences for global brands. With a focus on digital and human intelligence, IGT manages end-to-end CX journeys across Travel and High Growth Tech industries. Established in 1998, IGT employs over 25,000 specialists across 30 delivery centers worldwide, with certifications in IT and BPO processes.
Role Description
Sr. Executive / Team Lead - WFM is responsible for leading a team of employees who are responsible for planning, forecasting, scheduling and real time resource management of in-center and remote advisors.
- Maintain a good understanding and employing strong analytical skills in staffing process.
- Creates intraday forecasts and schedules.
- Maintains historical pattern information for workload and resources.
- Generate or create schedules that match the workload of a program.
- Develop, generate, analyze and deliver reports on time containing accurate information.
- Ensure all program requirements are met, and all requests are processed within the required deadlines.
- Maintain the Avaya CMS database through IGT Technology Team. Create and maintain historical data ensuring intraday, daily, weekly, monthly information is updated from time to time.
- Coordinates/submits staffing commitment and delivered hours to Clients Workforce.
- Assists Real Time Analysts in carrying out their daily tasks. Assists or facilitate training sessions for new WFM Analysts.
- Ensure that all compliance related to policy and procedures are adhered to.
Requirements:
- Graduate of any 4-year course
- 2 years of experience as a Workforce Scheduler in a customer-facing role, preferably in a BPO or call center environment
- Excellent English communication, problem-solving, and analytical skills
- Ability to work in a fast-paced environment with multiple priorities and deadlines
- Proficiency in MS Office applications (Excel, PPT, Word, Outlook)
- Strong attention to detail and organizational skills
- Ability to work flexible hours, including evenings, holidays and weekends if required
Nice to Have:
- Travel Account experience
What We Offer:
- Competitive salary and benefits package
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Recognition and reward programs for outstanding performance
