Job Description

• Responsible for leading a team of Mission Control (Real Time / RTA) analysts and schedulers. Responsible for the performance of this team on its defined objectives.
• Act as the WFM point of contact for all assigned projects.
• Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production enviornement. Recommend procedural and operational guideline changes to improve communications and operational efficiency.
• Maintain confidentiality relative to organizational strategies, objectives, and practices.
• Participate in functions/meetings as required.
• Work on special projects as needed.

Required Skills: 

• Minimum 3 year WFM experience in a call center
• Ability to understand, analyze and report on call center metrics.
• Must demonstrate good analytical, numerical, and problem solving skills.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be enterprising, diplomatic and proactive in solving problems.
• Ability to work with and apply to practical situations mathematical concepts such as addition, subtraction, multiplication, division, fractions, percentages, and ratios.
• Excellent verbal and written communication skills. Ability to effectively present information across all levels of the organization.
• Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-placed, shifting priority environment.
• Proficient in MS Excel.
• Proficient in any WFM Software (Blue Pumpkin, IEX, Aspect etc)
• Flexible schedule and impeccable attendance record.
• Ability to write reports, business correspondence, and procedure manuals.

Qualification Required

• College Graduate