Senior Executive - WFM

Job Description:

Role & Responsibilities -

1. Utilize IEX Workforce Management system for scheduling frontline staff, ensuring adherence to service level agreements

2. Maintain capacity plans based on historical data and collaborate with stakeholders to meet evolving demands.

3. Design and maintain reports using eGain and other reporting tools, analyzing data to drive informed decision-making. Usage of Power BI as applicable.

4. Monitor real-time data for adherence to schedules and optimize resource allocation.

5. Continuously evaluate scheduling processes for efficiency gains and implement best practices.

6. Collaborate with operational teams to align activities with business objectives.

Criteria -

Qualification-any Bachelor's degree (Business Administration, Statistics, or related field would be added advantage)

4+ years of prior experience of WFM functions is must:

Proven IEX Workforce Management system experience.

Strong analytical skills and proficiency in eGain, Working knowledge of Power BI will be added advantage. Ability to thrive in a fast-paced environment and manage multiple priorities effectively.

Must have excellent written and verbal communication skills and detail-oriented.

Must have excellent knowledge of

Business/WFM Tools/Apps: AWS, IEX, EGain & ERLANG methodology. MS-Excel (Power BI and Coding skill will be added advantage)

Shift: Flexible in shifts (24X7)