AM Workforce Management

Job DescriptionAnalysis - Strong Analytical skillsShould be able to handle & achieve the departmental requirementsKnowledge of VBA, MS Access, SQL (preferable)Maintain data integrityKnowledge (What the person must know): Understanding of operational process, logical thinking, reporting and analysisShould be open to change, Multi-tasking skillsTeam managementOwn the MIS delivery for the account with respect to all aspects of WFM - Planning, Scheduling, Forecasting, Real Time Management Accurate and Timely reportingClient Management - Internal and ExternalAbility to work on data and generate various types dashboards, reports/ad-hoc reportsMeeting client requirements within TAT and with accuracyAbility to handle high level data analysis and dataEnsure All SLA's related to business in terms of MIS like Service Level, Abn % etc are met consistentlyShould be able to ensure that monthly volumes are handled effectively without any negative impact on the revenueShould look at revenue enhancement opportunities within the BusinessShould contribute to the business by proactively providing solutions to pre-empt possible situations which impact performance/ RevenueApplicant's Specifications: Should be good in verbal and written communicationShould have basic knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting.Should have exposure to Aspect/IEX/BP standard WFM toolsShould be sound in his knowledge of Avaya CMS Good communication skills (Role requires interaction with Sr. Leadership and customers)Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reportsShould be able to think on the feet to make decisions related to steps which would impact business PRB