Executive - Workforce Management

Description: 

Roles and Responsibilities:

• Experience with Workforce Management software (performance tracking, reporting), Aspect, and Genesis preferred.
• Strong hands-on knowledge of Excel tools - v lookup/h-lookup pivot table, knowledge of Macros to generate MIS reports.
• Ensure that all reports originating from the department are accurate and reliable.
• Provide reporting to the business on performance on an hourly, daily, and Weekly basis.
• Proactive problem solver; able to see the big picture and streamline current processes while planning for long-term growth.
• Analyse performance data to identify opportunities to operate more effectively and efficiently.
• Support site-level resources with real-time management of schedule adherence and productivity.
• Work closely with the broader WFM team to understand all aspects of capacity planning and forecasting.
• Support adding and removing new hires and leavers from WFM systems.

Desired Candidate Profile:

• 2- 4 years of tenure in WFM intraday and scheduling positions
• Experience in Engagement Management Workforce Coordination
• Proven experience in operating and directly handling scope of more than 100 FTEs
• Know-how in managing real-time adherence in different lines of business in a multi-skill environment
• simultaneously (shrinkage, outages, under/overstaffing, etc.)
• Knowledge of WFM tools ( Success Factors )
• Advanced Excel skills (LOOKUP, INDEX, IFS, pivot tables, MATCH, table arrays, macros)