Schedule: Hybrid 4 days onsite– Friday WFH

KEY RESPONSIBILITES/REQUIREMENTS:

Job Responsibilities:

• Administration of WFM system(s)

• Track, analyze and report performance

• Maintain accurate and historical records

• Manage employee information changes

• Manage scheduling process(s)

• Communicate with management and operations team to ensure compliance with client and company contact standards

• Modify call routing and campaigns to ensure contacts are handled and appropriately answered

• Call out BPO’s as it pertains to occupancy, Utilization, Service Level, AHT, …

• Subject to fill-in for other departments based on business needs

• Perform other duties and assignments as directed

• Establish and maintain communication services across business units or from the project team to the organization.

• Maintain the storage and retrieval of all project communications data and business metrics.

• Review contracts, cost proposals and contract supplements.

• Establish and document business processes.

• Set up project and work breakdown structures.

• Track project budgets and expenditures, monitor transaction controls and costs against budgets.

Skills:

• Verbal and written communication skills, attention to detail, customer service and interpersonal skills. Create reports/comments on actuals to forecast and create action plans for improvement.

• Ability to work independently and manage one one’s time.

• Knowledge of business and management principles involved in strategic planning, resource allocation, and production methods.

• Ability to apply accounting and mathematical principles to work as needed.

• Ability to analyze business trends and project volume and headcount needs.

• Previous experience with computer applications, such as Microsoft Word and Excel (a must – intermediate skill level); Enterprise Application experience a plus.

• Experience in Verint or any other scheduling/forecasting systems 2 years’ experience minimum

Education/Experience:

• Bachelor's degree in business management, economics, finance, accounting or relevant field required.

• 2-4 years’ experience required.