Executive Resource Management

• Perform root cause analysis and advise on staffing needs and performance issues impacting service levels in a timely manner
  
• Design and creation of schedule shells allocating productive time based on interval level staffing needs following region specific labor laws
  
• Monitoring queue and analyzing data in real time.
  
• Provide real time and historical reports containing main KPIs related to intraday and scheduling functions.
  
• Involves in continuous process improvement gathering and analyzing information related to contact center performance and staffing issues.
  
• Assist with the forecast and capacity planning
  
• Complete deliverables accurately and on time
  
• Maintain a detailed record of daily activities actions and impacts.
  

Requirements

• Bachelors Degree preferably in Applied Science (Statistics) or Operations Research
  
• Data driven analytical strong conceptualization and problemsolving skills
  
• Proficiency in Microsoft Excel and Work Force Management tool
  
• Proficiency in Siebel VBA or any programming language is preferred
  
• Adaptable to learn new processes concepts and skills.
  
• Ability to work under pressure in a fastpaced environment
  
• Ability to work independently multitask and meet tight deadlines
  
• Willing to work shift hours (Monday to Sunday inclusive of Public Holiday)