Workforce Management Executive Forecasting Scheduling

+ Provide timely and accurate management information to support the Call Centre Management team in driving efficiency at team and individual agent
+ Arrange and work with operations team to implement the work schedule of the
+ Prepare and provide employees with a working schedule for the business week, incorporating all Support requirements (i.e., up-training, coaching,.) as well as forecasting and scheduling
+ Perform functions like running reports, exporting data, changing agent skills, and activating agent
+ Prepare and disseminate timely and accurate reports to operations management and the broader Support Leadership Team and proactively monitors agent calls, efficiency, and availability, and reports deficiencies to operations teams in real-time.
+ Monitor and track on the changes to forecast and shift
+ maintain accurate employee information in WFM and other databases and ensure accuracy.