About this role
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)