We are seeking a dedicated and detail-oriented Senior Executive – Workforce Management to join our team. This role is responsible for real-time monitoring, reporting, and operational support to ensure optimal service levels and adherence to schedules. The ideal candidate will have strong analytical skills, experience in real-time workforce management, and excellent communication abilities.

• Monitor real-time metrics and report schedule deviations such as breaks, absenteeism, late/early logins, and other non-adherence issues.
• Send interval/hourly reports including Attendance Reports, Intraday Performance Reports, and Productivity Reports.
• Track and escalate system issues and outages that may impact service levels.
• Communicate daily performance reports to leadership teams (WFM and Operations).
• Respond to real-time scheduling requests, including changes, off-phone activities, and profile updates.
• Evaluate and respond to operational factors impacting productivity, such as absenteeism or system problems.
• Take proactive steps to ensure service level agreements (SLAs) are met, including initiating mitigation and escalation processes.
• Act as the main point of contact between Workforce Management and site operations to foster a strong partnership.
• Perform oversight duties to ensure compliance with SLAs.
• Carry out additional tasks as assigned by the WFM Supervisor.

• 2–3 years of experience in Workforce Management within a customer service environment
• Proficient in real-time analysis and reporting, with knowledge of PowerBI
• Strong skills in Microsoft Excel (including Power Query, Power Pivot, and Data Modeling) and the Google Suite
• High proficiency in verbal and written English
• Willing to work onsite in Eastwood
• Amenable to night shift and weekend rest days