+ years of experience in Workforce Management - Real time analyst/Scheduler Work experience within own function Experience.... WFM tools: Genesys, IEX Understanding of applicable performance metrics and data (e.g., AHT, ASA, service levels...
or equivalent experience 2+ years of experience in Workforce Management - Real time analyst/Scheduler Work experience within own... in the BPO/Contact Center Industry Intermediate to Advance Excel, Access, Excel dashboarding experience. WFM tools...
efficiency initiatives and promoting best practice sharing globally. This role manages WFM deliverables, handles escalations... and manage a team of WFM Analysts, Planners, and Schedulers, ensuring performance and compliance with WFM procedures...
with overall business objectives. The analyst will also be responsible for the design, development, and delivery of workforce... (e.g., HRIS, WFM software) to ensure accuracy and reliability in reporting. 3. Strategic Consultation & Communication...