l College graduate of a business or technical course and from a reputable institution
l Minimum of 10 years of Workforce Management experience in Contact Center environment
l End-to-end WFM experience (Real-Time Management, Scheduling, Capacity Planning)
l With at least 5 years of managing group/s of Workforce Management professionals providing end to end services to multiple campaigns, or combined agent headcount of more than 6,000.
l Solid experience in supporting contact center/s of multiple mediums, and preferably with hands on experience supporting a work-at-home operations set up.
l Mastery of Workforce Management Mathematics.
l Expert user of WFM applications not limited to Aspect eWFM, Verint, iEX, etc.
l Able to clearly articulate performance results to internal and external stakeholders.
l Excellent verbal and written communication skills. Ability to communicate in a clear and concise manner.
l Must be a quick thinker, with a high sense of urgency, and sound problem solving skills.
l Ability to continually support people through individual development plans.
l Excellent facilitation skills.
l Able to start and manage one or more simultaneous projects.
l Extensive background in process writing and can perform periodical compliance audits.
l Exceptional analytical skills.
l Proficient in using Microsoft Office software products.