Job Description
The Responsibilities:
- Manage the global seat allocation for agents.
- Consolidation of data across all programs.
- Analyzes gathered data and ensures utmost accuracy.
- Works with WFM Delivery, Operations and other Support groups on tasks pertaining to centralized reporting and seat capacity.
- Assist WFM Planner on new program sizing.
- Knowledge, Skill Set & Qualifications Required (External) Minimum 2 years of experience in MIS/WFM role with basic understanding of scheduling, forecasting and capacity planning.
- Experience in extracting data from CMS and other reporting platforms.
- Experience in automating task/reports that are manual to reduce cycle time and defects.
- Advance user of G Suite Apps, Excel and other MS Office applications.
- Knowledge in VBA, SQL, macros, linked data, pivot chart and visualization tools.
- Experience in developing dashboards with useful visualization.
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