Acts as a liaison between all WFM towers and stakeholders (Operations and clients)
Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting).
Responsible for developing and ensuring integrity and consistency of set WFM processes/procedures applicable to the accounts being handled.
Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.
Ability to extract, manipulate and present data from WFM application /manual platform. Ability to maximize benefits from WFM application by utilizing the full functionality.
Manage internal and external audit with processes and controls in place.
Conduct monthly coaching and performance feedback to their direct reports
At least 2 years of experience for any WFM skill (BPO or non-BPO)
At least 1 year supervisory experience
Open to undegraduate with relevant experience
Experience in Scheduling, Capacity Planning and/or Forecasting
Proficient in MS Office (Word, Excel, Powerpoint)
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Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
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