Wfm Administrator Ii

6 days ago

Hyderabad Telangana, India ADCI HYD 16 SEZ - H83 Full time

2+ years of program or project management experience - 2+ years of working cross functionally with tech and non-tech teams experience - Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.) - 2+ years of defining and implementing process improvement initiatives using data and metrics experience - 2+ years experience in a Workforce Management Administrator position, or 3+ years of relevant WFM user experience (Forecasting, Scheduling, Real Time Management) required - Ability to perform many concurrent assignments and determine the need for changing priorities - Commitment to customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment - Ability to learn and train technical information
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience in requirement gathering and ability to write clear and detailed requirement document
- Exceptional organizational skills and influencing and leadership skills
- 3+ years experience in a Workforce Management Administrator position, or 4+ years of relevant WFM analyst experience (Forecasting, Scheduling, Real Time Management)
- Oral and written communication skills are required in order to provide appropriate customer support and interaction
- Speaking-listening-writing skills, attention to details, proactive self-starter
- Proven ability to work in a dynamic, ambiguous environment
- Experience with automatic contact routing, VoIP and any contact center case management tools.

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