• Prepare intraday reports on staff attendance and aux codes.
• Manage agent call-in line and update schedules to reflect accurate intraday projections. ? Monitor attendance and schedule adherence.
• Reconcile attendance daily with employee timesheets against schedule and time in/time out reporting.
• Manage changes to scheduling to ensure adequate daily resource coverage.
• Ensure hours are accurately accumulated and maintained. ? Process management requests for modifications of scheduling events (meetings/trainings, etc.).
• Compares results to forecast and identify opportunities for improvement.
• Stay current on internal policies and procedures.
• Recommend overtime or downtime based on day of performance.
• Maintain constant communication with Operations team to coordinate needed staffing adjustments based on current and forecasted results.
• Manage intraday service level acceptable goals.
• Monitor real-time adherence to schedules for call center associates.
• Initiate escalation procedures when KPI thresholds are exceeded.
• Provide day of impact analysis for outages, staffing shortages, and other unplanned events.
• Provide leadership teams with timely, accurate reports on intraday performance and impacts.
• Performs additional tasks as per business needs

· Strong fundamental knowledge of Call Center Operations & Calculations

· Strong skills in MS Office (especially in Excel – Calculations and Formulas, Pivot Tables, Graphs and Macros) Coding and Automation

· Knowledge of other tools like MS Access, Cognos, Tableue and other MIS tools preferred

· Minimum 3 year experience in WFM role working on WFM tools like IEX, Aspect eWFM , Blue Pumpkin and other

WFM Tools. Experience on ACD switches like Avaya CMS, Symposium, Verint, NGUCC

· Excellent English communication skills (both written and oral) and stakeholder management at multiple levels

· Exposure to multi-channel and multi skill inbound/outbound/Email and Chat campaigns

· Knowledge of contact center methodologies, process requirements and capabilities

· Proficient in forecasting principles