WFM Executive

The WFM Executive will be responsible for various aspects of workforce management and performance optimization. This role involves generating and maintaining reports, ensuring accurate data collation, and adhering to industry standards. The executive will also manage real-time queue operations, monitor SLAs, and maximize manpower utilization.

Additionally, they will interact with clients and internal teams to ensure effective dialler and data strategies. Generate, collate, and update reports and IDs with 100% accuracy. Maintain forecast accuracy and adhere to set targets. Prepare ad-hoc reports and ensure confidentiality. Manage real-time queue operations and monitor SLA performance.

Interact with clients and internal teams to discuss dialler and data strategies. Analyze demographic trends and provide insights for future contact strategies. Establish and monitor dialler-related KPIs, ensuring adherence to guidelines. Collaborate with the MIS team to deliver reporting and insights. Proactively manage existing campaigns on Genesys dialling platforms.

Strong knowledge of inbound/outbound/back-office processes. Excellent analytical skills and attention to detail. Proficiency in using dialling platforms and data analysis tools. Ability to work collaboratively with cross-functional teams. Excellent communication and interpersonal skills. Proactive attitude with a results-driven mindset.

Experience in contact center operations or a similar role. Understanding of industry standards and regulations (ISO, BS 7799). Strong organizational skills and ability to manage multiple tasks. A minimum of [insert preferred qualification level] in a relevant field.