Workforce Management (Voice)

Job Description/ Responsibilities
-Acts as 1st level of escalation of Intraday Analysts in terms of misses in SL or challenges with Operations in executing real time action plans.
-Functions as 1st level of escalation in terms of reporting inquiries or troubleshooting of reports.
-Provides input to WFM team in terms of conceptualizing intraday reports that drive efficiency to the team and also help in Operations performance.
-Provide trainings and conduct knowledge transfer sessions to other WFM members especially new members on WFM tools and function as go-to person when there are inquiries arise from RTAs and Operations.
-Primarily responsible to generate performance reports and provide input and recommendation on reporting, and analysis based on performance trends.
-Required to follow the planned data collection, including the types of data and time of data.
Automate reports to reduce inefficiencies by designing macros.

Requirements/ Qualifications
-Open to College Undergraduates with relevant experience (BPO or Non-BPO)
At least 6 months to 1 year RTA experience; other WFM experience is a plus but not required.
-Good knowledge in MS Office (Word, Excel, PowerPoint)
-No specific tool requirement; good to have if with experience in WFM Tools (ex. eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect); No exam
-Open to resources who are functioning as interim/ad on tasks workforce