ASOS_Scheduler A2

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
• Ability to work independently with minimal supervision
• Must demonstrate sound arithmetic, analytical and problem solving ability.
• Ability to adapt to workload and multitask with attention to detail in a dynamic environment.

Excellent verbal, written and comprehension skills

 

Technical Skills

 

• Very proficient with Microsoft Excel
• Ability to scrub, dissect and shape data, create customized reports.
• Good knowledge of any WFM systems such as eWFM, Blue Pumpkin/Impact 360, IEX etc.
   
• Create forecasts, schedules and IDPs, run scenarios inside  a WFM tool

 

 

Role & Responsibilities

 

• Manage the scheduling process of the program
• Create agent schedules, IDPs and make necessary adjustments as necessary
• Manage employee information changes inside Verint WFO system
• Communicate effectively with internal and external customers

 

experience required

 

• 3+ year of hands-on experience in WFM in a call center inbound voice process

2+ year of Scheduling/Forecasting experience using any of the following tools - eWFM, Blue Pumpkin/Impact 360, or IEX.