Executive/Senior Executive - WFM

Job Description:

Role & Responsibilities -

• Utilize IEX Workforce Management system for scheduling frontline staff, ensuring adherence to service level agreements
• Maintain capacity plans based on historical data and collaborate with stakeholders to meet evolving demands.
• Design and maintain reports using eGain and other reporting tools, analyzing data to drive informed decision-making. 
• Monitor real-time data for adherence to schedules and optimize resource allocation.
• Continuously evaluate scheduling processes for efficiency gains and implement best practices.
• Collaborate with operational teams to align activities with business objectives.
• Generate reports by using ERP - Net Suite, Advanced Excel and Power BI as applicable.

Requirements:

• Qualification - Bachelor's degree (B.Com/BBA)
• Candidate should have 1+ years of experience in RTA in WFM functions
• Proven IEX Workforce Management system experience.
• Must have Advanced Excel working experience, knowledge of Power BI will be added advantage (any ERP tool experience preferred).
• Business/WFM Tools/Apps: Exposure to any ERP tool (NICE, IEX, eGain, Erlang WFM Systems or Netsuite preferably)
• Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
• Must have excellent written and verbal communication skills and detail-oriented.
• Candidates will undergo an Excel assessment given by the Operations Team during the operations round
• Shift: Flexible in shifts (24X7), work form office.
• Benefits: International working environment with great learning and growth opportunities. Both side Cabs and Performance incentive, etc.