Senior Executive

WFM Sr. Analyst & Scheduler - 1 Position
Graduate with 3-4 years of prior experience of WFM functions is must:
Proven IEX Workforce Management system experience.
Strong analytical skills, Working knowledge of Avaya CMS will be added.
Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
Must have excellent written and verbal communication skills and detail-oriented.
Must have excellent knowledge of
Business/WFM Tools/Apps: MS-Excel, IEX & ERLANG methodology.
Power BI skill will be an added advantage

Roles & Responsibilities
1. Utilize IEX Workforce Management system for scheduling frontline staff, ensuring adherence to service level agreements.
2. Develop comprehensive Scheduling based on historical data and collaborate with stakeholders to meet evolving demands.
3. Design and maintain reports using tools ie. MS Excel, Power BI on CMS and IEX output, analyzing data to drive informed decision-making.
4. Monitor real-time data for adherence to schedules and optimize resource allocation.
5. Continuously evaluate scheduling processes for efficiency gains and implement best practices.
6. Collaborate with operational teams to align activities with business objectives.

Graduate - Bachelor's degree (Business Administration, Statistics, or related field would be added advantage)