Senior Executive

Role & Responsibilities

Efficiently manage intra-day staffing and service level

Provide timely, accurate reports on intra-day performance

Monitor and drive schedule adherence

Communicate effectively with internal and external customers

Perform other duties and assignments as directed

General Skills

Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.

Solid critical thinking, problem solving, and interpersonal skills.

Demonstrates ability to give and receive feedback with peers and business partners.

Must demonstrate sound arithmetic, analytical and problem solving ability.

Excellent verbal, written and comprehension skills.

Technical Skills

Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.

Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS etc.

Mandatory minimum of 2-year RTA experience in a call center inbound voice process.