Qualifications: 

• Bachelor’s Degree Holder with at least 5-7 years of experience in End to End Workforce Management
• Proficient in WFM Tools Verint, IEX, Avaya reports, etc. and have knowledge of tools like Power BI, Tableau
• Should have an Analytical bent to understand data points. Should be sound with Graphs, Trend Analysis, Projections basis Trends, etc

Responsibilities: 

• Managing the delivery team of the process not limiting to RTAs but may also include Scheduling & Planning
• Managing/designing KRA’s for the team to align with the overall process requirement
• Directly responsible for maintaining stakeholder relationships (internal & external)
• Manage Service Level & Abandon, Shrinkages, Schedule & Break adherence
• Need to be well versed with scheduling, planning & forecasting methodology
• Need to have hands-on experience of WFM & ACD tools like IEX, Verint, Aspect, Avaya CMS, Nortel, Genesys, etc.