Analysis Skills, Capacity Management, Content Management Systems (CMS), Data Analysis, Data Collection, Disciplinary Action, Establish Priorities, Forecasting, Kronos Workforce Scheduler, Management of Information Systems/Technology (MIS), Microsoft Excel, Microsoft Office, Microsoft Visual Basic for Applications (VBA), Operational Support, Pivot Chart, Program Planning, SQL (Structured Query Language), Scorecarding, Time Management
The Responsibilities:
- Manage the global seat allocation for agents.
- Consolidation of data across all programs.
- Analyzes gathered data and ensures utmost accuracy.
- Works with WFM Delivery, Operations and other Support groups on tasks pertaining to centralized reporting and seat capacity.
- Assist WFM Planner on new program sizing.
Knowledge, Skill Set & Qualifications Required (External)- Minimum 2 years of experience in MIS/WFM role with basic understanding of scheduling, forecasting and capacity planning.
- Experience in extracting data from CMS and other reporting platforms.
- Experience in automating task/reports that are manual to reduce cycle time and defects.
- Advance user of G Suite Apps, Excel and other MS Office applications.
- Knowledge in VBA, SQL, macros, linked data, pivot chart and visualization tools.
- Experience in developing dashboards with useful visualization.
- Must have a good attendance record.
- Amenable to work onsite and graveyard shifts.
- Excellent time management and prioritization skills.
Knowledge, Skill Set & Qualifications Required (Internal)- Must be a regular employee of Ubiquity
- At least 6 months in their current role
- Average Scorecard Rating (3 months) should be at least 3.0 or Meets Expectations
- No active Disciplinary Action (DA)
- Experience in extracting data from CMS and other reporting platform
- Experience in automating task/reports that are manual to reduce cycle time and defects.
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Ubiquity Global Services, Inc.