Senior Executive

Experienced Workforce Management (WFM) professional with expertise in scheduling, intraday management, real-time monitoring, schedule adherence, and staffing optimization. Skilled in creating agent schedules, IDPs, performance reporting, and balancing operational efficiency with service level goals. Proficient in WFM tools such as eWFM, Verint/Blue Pumpkin, IEX, and CMS. Strong analytical, problem-solving, communication, and advanced Excel skills with the ability to analyze data, create customized reports, and manage workforce planning in a dynamic call center environment. Minimum 2+ years of WFM experience with 1+ year in scheduling.