Produce and submit reports (including but not to limited to intraday, end-of-day, attendance, adherence, etc.) to leadership teams and business unit partners.
Manage the WFM Inbox and process open tickets accurately and in a timely manner.
Ensure constant communication with Operations teams to coordinate necessary staffing adjustments based on current and forecasted requirements.
Identifies and recommends process improvement opportunities to improve productivity, performance, and customer satisfaction.
Qualifications
Bachelor's Degree holder
2 years of WFM Experience
Familiarity with the BPO or Shared Services industry as well as its key operational metrics, targets, best practices, benchmarks, etc.
Strong interpersonal skills and can easily build and sustain trust-based relationships with all levels of the organization
Good communicator and strong presentation skills
Strong analytical, quantitative and deductive reasoning skills
Ability to think critically; looks beyond symptoms to identify causes of problems and potential trends
Ability to work with leadership teams to translate data into action steps and reporting solutions
Willing and able to work on a flexible shift to meet business needs.
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
For internal candidates
Must be in current role for 1 year.
Must not have received any Disciplinary Action within the past 12 months.
Must not have any Attendance and Punctuality issues in the past 12 months.
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