WFM Scheduler - KL (Social Media Project)

null

• Responsible for real time monitoring, reporting, analysis, tracking, documenting and communicating agent activity on multiple lines of business through phone, chat or email.
• Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.
• Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures.
• Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.
• Recommend procedural and operational guideline changes to improve communications and operational efficiency.
• Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.
• Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company�s financial goals (efficiencies) are met (IMPORTANT).
• Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents.
• Planning and scheduling off-phone events.
• Maintain confidentiality relative to organizational strategies, objectives, and practices
• Interpret, analyze, read, and make recommendations to sustain/improve efficiency by employing best known methods to calculate requirements from a provided or calculated forecast.

Minimum Skills to Hire:

· 1-3 years of experience in the same capacity

· MS Office Proficiency - Outlook/Word/Powerpoint - Basic Ability to perform advanced mathematical and statistical operations using MS Excel and other similar spreadsheet tools.

· Solid customer service skills

· Excellent verbal and written communication skills. Ability to effectively present information across all levels of the organization.

· Working knowledge of call center workload calculations

· Impeccable attendance record.

· Able to write reports, business correspondence and procedure manuals.

· IEX experience desired.

· Strong data analytics and creation of reports

· Experience in automating task/reports that are manual to reduce cycle time and defects.

· Proficient user of Excel and understanding call center statistics a must.

· Knowledge in VBA, macros, linked data, pivot chart tools, design tools is an advantage.

· Experience in developing dashboards, and understandable reports and useful visualization.

· Flexible schedule and excellent attendance record.

· Should be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift).