WFM Real-Time Analyst

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 :

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