Job Description
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.
college graduate | with audit expr - completed 2 yr college
