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

• Utilize IEX Workforce Management system for scheduling frontline staff, ensuring adherence to service level agreements.
• Develop comprehensive Scheduling based on historical data and collaborate with stakeholders to meet evolving demands.
• Design and maintain reports using tools ie. MS Excel, Power BI on CMS and IEX output, 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.

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