The ideal candidate will have a background in real-time management, scheduling, and reporting within a BPO environment. This role involves analyzing data, optimizing schedules, and providing valuable insights to improve call center operations. If you have strong analytical skills, proficiency in MS Excel, and experience with WFM tools, we want to hear from you!

Key Responsibilities:

• Data Management: Collect, cleanse, and organize large datasets related to call volumes, agent performance, scheduling, and other workforce-related metrics.
• Reporting and Analysis: Develop and maintain regular reports and dashboards to track key performance indicators (KPIs) such as service level attainment, average handle time, occupancy rate, adherence, and forecast accuracy.
• Performance Analysis: Analyze historical and real-time data to identify trends and areas for improvement in call center operations, staffing, and resource allocation.
• Schedule Optimization: Assist in the creation and optimization of agent schedules to ensure adequate coverage while maintaining operational efficiency and balancing agent preferences.
• Process Improvement: Identify opportunities to streamline workflows, automate processes, and improve WFM systems and tools to increase efficiency.
• Stakeholder Communication: Communicate insights and recommendations to key stakeholders, including Operations and Management teams, to support decision-making and continuous improvement.
• Training and Support: Provide training and support to WFM team members and other stakeholders on the effective use of WFM systems, tools, and best practices.

• Preferably a high school graduate or associate degree, or equivalent education/experience.
• 1-2 years of experience in WFM real-time management within a BPO environment, with a basic understanding of scheduling and reporting.
• Intermediate to advanced knowledge of MS Office, particularly MS Excel.
• Proficient in using Google Suites.
• Fluent in both spoken and written English.
• Experience with WFM tools such as IEX, CMS, eWFM, Salesforce, etc.
• Experience with Five9 and Verint applications is a plus but not required.
• Highly analytical with excellent attention to detail.

Preferred Skills:

• Strong organizational and time-management skills.
• Ability to work independently and in a team-oriented environment.
• Ability to adapt to changing priorities and meet deadlines in a fast-paced environment.