Workforce Management Specialist
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Stefanini IT Solutions was founded in Brazil by Marco Stefanini in 1987. Today, Stefanini is a global services provider, delivering offshore, onshore and nearshore outsourcing, IT consulting, systems integration, application and strategic staffing services to mid-size and large companies around the world.
Must have excellent English verbal and written communication skills
Working experience with Microsoft Office 2013/2016
Prior work experience in Aspect WFM
An understanding of database fundamentals and data management
Accurate and an eye for detail is a must
Stress resistant, work well under pressure with tight deadlines
Must be able to follow through with assigned tasks and meet due dates
Able to observe and address trends proactively
The ability to work with a diverse team located around the globe
Responsible for creating and updating schedules based on the Centralized Scheduling rules
Owner of the scheduling and time off management process on multiple accounts
Creating activity reports, like: lateness, utilization, coverage reports, etc.
Organize and sustain weekly/monthly meetings to discussion scheduling and staffing issues
Sustain the WFM/Delivery projects implementation
Schedule accuracy monitoring
Real time activity monitoring
Work with TL’s for validating schedules
Work with SDM’s for assessing staffing and SLA management issues
HR, for applying correctly the local labor laws for all EMEA when creating schedules
Finance, for using correctly the time off codes when updating and creating schedules
Reporting, for providing agent activity reports