WFM - Analyst

Job Brief

• Should have 1-2 years of WFM experience in Contact Center Environment as a Intraday Analyst / RTM (Real-Time Queue Monitoring)Experience and understanding of contact center dynamics, including staffing, queues.
• Effectively coordinating with all stake holders in order to plan & deliver effective schedules for Voice and Non-Voice Business.
• Manages changes to scheduling to ensure adequate daily resource coverage.
• Maintain business outage/Downtime tracker.
• Monitor attendance and schedule adherence.
• Responsible for optimum utilization of Resources & improve Staffing Efficiency on a real time basis.
• Good working experience on MS Excel and Macros.
• Responsible for data collection, sorting & generating MIS.
• Creating reports which gives clear picture of hourly, daily and Monthly agent wise performance.
• Ensuring Turn around Time & accuracy / Quality.
• Should have knowledge of Dashboards, automation.
• Cater to real time ad-hoc requests as and when required.
• Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.

Preferred candidate profile

• Should be comfortable with 24*7 shifts.
• Efficiency on a real-time basis.
• Real-time Queue Monitoring and Management
• Intraday Analyst in Call Center environment
• Creating reports which gives clear picture of hourly, daily and Monthly performance.
• Monitor attendance and schedule adherence.
• Well-versed with MS Excel, Macros, Outlook.