Senior Executive

Senior Executive

Essential Duties & Responsibilities:
- Manage the scheduling/forecasting process of the program
- Create agent schedules, IDPs and make necessary adjustments as necessary
- Acts as backup for the WF Manager
- Manage employee information changes inside WFO system
- Communicate effectively with internal and external customers
- Responsible for balancing staffing requirements with operational efficiencies and financial goals
- Efficiently manage intra-day staffing and service level
- Provide timely, accurate reports on intra-day performance
- Monitor and drive schedule adherence
- Perform other duties and assignments as directed

Minimum Work Experience:
- Minimum of 2-year WFM experience in a call center
- 1+ year of Scheduling/Forecasting experience

Skills Requirements:
- 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
- Ability to scrub, dissect and shape data, create customized reports.
- Create forecasts, schedules and IDPs, run scenarios inside a WFM tool
- Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.