Bpo Real Time Analyst

Role & ResponsibilitiesManage 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 systemCommunicate effectively with internal and external customersResponsible for balancing staffing requirements with operational efficiencies and financial goals.Create staffing plans to manage headcount based on the locked & rolling forecastGeneral SkillsAbility to prioritize workload, meet deadlines and perform multiple tasks with attention to detailSolid critical thinking, problem solving, and interpersonal skillsDemonstrates ability to give and receive feedback with peers and business partnersAbility to work independently with minimal supervisionMust 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 skillsTechnical SkillsVery proficient with Microsoft ExcelAbility 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 toolWork Experience Requirements2+ year of hands-on experience in WFM in a call center inbound voice process1+ 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