Demonstrates expertise in utilizing IEX Workforce Management system for effective scheduling and adherence to service level agreements, alongside strong analytical skills for data-driven decision-making. Proficient in MS Excel and Power BI for report design and maintenance, with a focus on optimizing resource allocation and improving scheduling processes.

Highest-signal resume keywords

IEX Workforce Management System ExperienceStrong Analytical SkillsMS Excel ProficiencyPower BI SkillsExperience in WFM Functions

Tech Stack

Tools & technologies

Erlang

About the role

Key responsibilities & impact

Utilize IEX Workforce Management system for scheduling frontline staff and ensuring adherence to service level agreements
Develop comprehensive schedules based on historical data and collaborate with stakeholders to meet evolving demands
Design and maintain reports using MS Excel and Power BI on CMS and IEX output
Analyze data to drive informed decision-making
Monitor real-time data for adherence to schedules and optimize resource allocation
Evaluate scheduling processes for efficiency gains and implement best practices
Collaborate with operational teams to align activities with business objectives

Requirements

What you’ll need

Graduate - Bachelor's degree (Business Administration, Statistics, or related field would be added advantage)
3-4 years of prior experience in WFM functions
Proven IEX Workforce Management system experience
Strong analytical skills
Working knowledge of Avaya CMS is an advantage
Ability to thrive in a fast-paced environment and manage multiple priorities effectively
Excellent written and verbal communication skills
Detail-oriented
Excellent knowledge of MS-Excel, IEX, and ERLANG methodology
Power BI skill is an advantage

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Data AnalysisScheduling Processes EvaluationResource Allocation OptimizationERLANG MethodologyReport Design

Soft Skills

Excellent Written CommunicationExcellent Verbal CommunicationDetail-OrientedAbility to Manage Multiple PrioritiesThrive in Fast-Paced Environment

Tools & Technologies

IEX Workforce Management SystemMS ExcelPower BIAvaya CMS

Industry Keywords

Workforce ManagementService Level AgreementsStakeholder CollaborationOperational AlignmentBest Practices Implementation