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WFM Real-Time Analyst

BIG Language SolutionsIN

11 days ago

Job description

Salary : Competitive / Paid in Indian Rupee . INR / Annual Recommended Quick Links

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What You Should Know About This Job

Location : Sector 98, Noida

Shift : US Shift

Job Type : Full time

Education : Bachelor's or Master's Degree. A degree in business administration, operations management, information technology, or a related field is often preferred.

Experience : 5+ years of experience in workflow management, capacity planning and real time analysis is crucial.

Responsibilities :

Real-Time Monitoring and Tracking

Identifying Deviations

Proactive Problem Solving and Adjustment

Dynamic Resource Allocation : Based on real-time data, make immediate adjustments to staffing levels and agent assignments to ensure service levels are met

Approving / Denying off-phone activities : Prioritizing incoming call volume over scheduled offline tasks if service levels are at risk

Managing Unexpected Events : Respond to unforeseen circumstances like sudden increases in call volume, agent absenteeism, or system downtimes by re-optimizing the workforce

Communication and Collaboration

Data Analysis and Reporting

Root Cause Analysis

Minimizing Idle Time and Overstaffing

Preventing Understaffing : Proactively address potential understaffing situations to avoid long customer wait times and frustrated customers

Enhancing Operational Efficiency : Contribute to the overall efficiency of the contact center by ensuring optimal utilization of resources.

Skills required for a Real-Time Analyst :

Strong Analytical Skills

Technical Proficiency

Excellent Communication Skills

Problem-Solving Abilities

Adaptability

Attention to Detail

Teamwork and Collaboration

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Analyst • IN