Workforce Services Senior Analyst-Messaging

Skill required: Workforce Dialer - Workforce Management (WFM)

Designation: Workforce Services Senior Analyst

**Qualifications:**Any Graduation

**Years of Experience:**5 to 8 years

**Language - Ability:**English(International) - Expert

What would you do "The requirement is where Real-time management involves actively monitoring and adjusting the flow of calls and agent activities throughout the day to ensure service levels are met. This includes responding to unexpected changes in call volume, agent availability, and other factors that can impact performance. By using real-time data, the team can make immediate decisions to reallocate resources, address issues via incident and IVR management, and optimize the customer experience across care and retail.
Planning, on the other hand, focuses on forecasting and preparing for future needs. This involves analysing historical data to predict call volumes, scheduling agents accordingly, and ensuring that the contact centre is adequately staffed to handle expected demand. Effective planning helps in minimizing costs, reducing idle time, and improving overall efficiency. It al
RTA Planning Analyst managing real-time operations and forecasting contact volumes.

An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.

What are we looking for- Strong analytical skills

• Workforce planning knowledge

• Decision-making capability

• Experience in workforce planning or contact centre analytics

  Roles and Responsibilities:

• Monitor intraday performance

• Adjust staffing allocations

• Forecast call volumes

• Optimise scheduling

  Qualification Any Graduation