JOB DESCRIPTION

Responsibilities:

• Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting). 
• Responsible for developing and ensuring integrity and consistency of set WFM processes/procedures applicable to the accounts being handled. 
• Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.
• Ability to extract, manipulate and present data from WFM application /manual platform. Ability to maximize benefits from WFM application by utilizing the full functionality. 
• Manage internal and external audit with processes and controls in place. 
• Conduct monthly coaching and performance feedback to their direct reports