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 computersWilling to work 24Candidate with Scheduling & Forecasting skill will be preferred.Ability to handle pressure situationsDrive for self-learning and knowledge enhancementExperience
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