Job Title

Responsibilities - Analysis of current performance, deep dive analytics - Real time reforecasting to determine staff requirement adjustment - Creating reports intended for client meetings and calibration calls - Involves in planning, forecasting and scheduling - Monitoring SLAs and KPIs - Works with Ops Team on possible areas for improvement - Manages front line RTAs Recquirements Basic Qualification - College graduate or at least 2nd year college undergraduate with no back subjects - Amenable to report onsite in Giga Tower Bridgetowne QC and shift to hybrid later on - Amenable to work on a night shift schedule - Required experienced using WFM Tool PowerBI, SQL - Experience with contact center reporting and metrics preferred - Proficiency in Microsoft Office Applications including MS PowerPoint, Excel, Word and other relevant software required - Logical thinking to manage real time WFM / Capacity demand - Excellent problem solving and decision-making skills - Ability to operate effectively in a team environment - Excellent oral and written communication skills and interpersonal skills - Change Management: Ability to quickly adjust priorities in an ever-changing environment #J-18808-Ljbffr