Job Description:

Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level delivers their share of professional responsibilities focusing on professional excellence. Typically manages a team of Individual Contributor co-workers

Required Qualifications:

• Bachelor's degree in a related field.
• 1–4 years of experience in Workforce Management (WFM), Reporting, Scheduling, Forecasting, or Contact Center Operations.
• Current or former Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead (must )
• Experience in a BPO/contact center environment.
• Knowledge of WFM tools (e.g., Verint, NICE, Aspect, Genesys).
• Strong Excel, reporting, and data analysis skills.
• Experience managing staffing, scheduling, forecasting, and workforce planning.
• Leadership or team management experience is an advantag...