Apply on
QUALIFICATIONS:
Skills Environment:
• In depth and excellent knowledge in using Avaya CMS and IEX application
• Excellent Knowledge in using Microsoft Excel.
• Demonstrates advance knowledge in real time management and exhibits strong decision-making skills in executing real time action plans
Communication/Negotiation:
• Takes the lead in coordinating with key stakeholders in deciding on real time action plans in consultation with Intraday Manager when needed.
• Flawless execution of outage escalation process by displaying good communication skills and ensuring key stakeholders are informed.
• Communicates interval performance provides guidance and recommendations to Operations in planning for next steps to meet KPI.
Analytical/Problem Solving:
• Provides impact and RCA on performance by having firm grasp of over and under report and measure actual performance against planned and be able to articulate reasons for SL miss.
• Develops and executes real time strategies to enhance program efficiencies, adherence, and productivity.
Contribution/Leadership:
• Demonstrates advance knowledge in real time management and exhibits strong decision-making skills in executing real time action plans.
• Acts as backup of the Supervisor and responsible in training and development of Intraday analysts in understanding key WFM concepts and tools.
JOB DESCRIPTION:
• Acts as a Subject Matter Expert (SME) for RTA function.
• Acts as 1st level of escalation of Intraday Analysts in terms of misses in SL or challenges with Operations in executing real time action plans.
• Functions as 1st level of escalation in terms of reporting inquiries or troubleshooting of reports. Provides input to WFM team in terms of conceptualizing intraday reports that drive efficiency to the team and help in Operations performance.
• Provide trainings and conduct knowledge transfer sessions to other WFM members especially new members on WFM tools and function as go-to person when there are inquiries arise from RTAs and Operations.
