About The Role

 Generates schedules accordingly to meet the business requirements enabling superior customer service
 Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
 Monitors the queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses
 Assist agents with basic troubleshooting and workarounds
 Report and track all system issues and outages
 Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data

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Senior Executive-Workforce Management-WFM