BPO Planning & Scheduling Senior Associate

Responsibilities:\n\n * Oversee agent schedules and shift activities in real-time to effectively manage ongoing changes, agent adherence, and absenteeism.\n * Continuously update and adapt skilling strategies throughout the day to ensure service level targets are consistently achieved.\n * Prioritize and action high-importance items promptly and efficiently.\n * Utilize or develop experience in WFM or Real-Time Analyst roles, although prior experience is not mandatory.\n * Apply in-depth knowledge of contact center operational management methodologies and principles to enhance overall efficiency.\n * Proficiently use various computer software programs such as MS Excel, Teams, and Outlook for data analysis and communication purposes.\n * Employ a creative problem-solving approach and actively foster team collaboration to address operational challenges.\n * Demonstrate excellent interpersonal and communication skills to interact effectively within the team and with stakeholders.\n * Operate comfortably in a fast-paced, high-stress production environment, ensuring smooth operations even under pressure.\n * Minimum 2+ years experience in WFM\n * Should be flexible with rotational US Shifts.\n * Should have hands-on experience on NICE IEX, Genesys, Avaya CMS and Verint.\n\n\n\nThe Real Time Analyst role requires a proactive, adaptable individual with a strong grasp of real-time operational management within a contact center environment. The position demands swift decision-making abilities and a keen eye for detail to maintain service level targets while optimizing the workforce.\n