Acts as 1st level of escalation in terms of misses in SL or challenges with Operations in executing real time action plans.
Functions as 1st level of escalation in terms of reporting inquiries or troubleshooting of reports. Provides input to WFM team in terms of conceptualizing reports that drive efficiency to the team and also help in Operations performance.
Provide training and conduct knowledge transfer sessions to other workforce management members especially new members on tools and function as go-to person when there are inquiries arise from Operations.
Primarily responsible to generate performance reports and provide input and recommendation on reporting, and analysis based on performance trends.
Required to follow the planned data collection, including the types of data and time of data to be captured
Automate reports to reduce inefficiencies by designing macros.
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Bachelor's degree holder and undergraduates with relevant work experience
With advance knowledge in real time management and exhibits strong decision making skills in executing real time action plans
With workforce management background.
In depth and excellent knowledge in using Avaya CMS application
Excellent Knowledge in using Microsoft Excel.
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.