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Workforce Management Analyst- RTA

Workforce Management Analyst- RTA

Hiresquad ResourcesBengaluru, Karnataka, India
3 days ago
Job description

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.

  • Required good knowledge of MS Excel & Power point.
  • Proficiency with computers
  • Willing to work 24
  • Candidate with Scheduling & Forecasting skill will be preferred.
  • Ability to handle pressure situations
  • Drive for self-learning and knowledge enhancement
  • 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

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    Workforce Management Analyst • Bengaluru, Karnataka, India