Workforce Management Analyst- RTA

MNC in Bangalore

Hiring for WFM RTA

CTC UPTO 6LPA

Require 2+ Years Experience in WFM RTA

Require Excellent Communication Skills

Role and Key Responsibilities :

The Lead WFM Analyst will act as a liaison between the Centralized and Site WFM teams.

• The Lead WFM Analyst is responsible for team project organization, and site interaction, planning and expediting / verifying the overall success of WFM management functionalities. Initiates and manages all WFM communications between centralized and site teams, and leadership.
• Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
• Preparing of schedules using Erlang for different queues across multiple locations
• Resolve escalated issues and requests from site management
• Root cause analysis of SLA deviations, action plan development and resolution
• Monitor real-time queue, schedule adherence & attendance.
• Key daily exception requests and update schedules
• Cross-train with Scheduling Analyst
• Optimize breaks the day of or day before the actual schedule
• Schedule ADHOC intra-day training requests and update schedules
• Produce and analyze daily efficiency reports (representative availability, access level etc.)
• Attend centralized and / or site management meeting, as required

Key Skills and knowledge :

Required good communication skill.

Experience

Contact Centre Workforce Management experience

Ability to simplify complex operations into repeatable processes

Comfortable in fast-paced environment

Ability to make decision in time sensitive ambiguous situations

Educational qualification : Graduate in any discipline

Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123