Oversee all real-time WFM activities to ensure operational and client goals are met

Implement analysis and reporting via WFM tools available

Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team.

Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.

Reporting of information such as call volumes, SL and abandon rates as and when required by the business.

• 2+ years of RTA Experience with hands-on experience of IEX and CXOne.
• Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.
• Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook.
• Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.
• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.