Gainwell Technologies - Frontline Analyst - Workforce Management

Workforce Management (Frontline WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met.

This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day based on live data; their key responsibilities include analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via Teams chats with functional areas.

Key skills :

• Strong analytical skills to interpret data and make informed decisions quickly
• Excellent communication skills to collaborate with operations teams and escalate issues effectively
• Ability to work under pressure and make rapid adjustments in a fast-paced environment
• Proficiency in workforce management software and tools
• Understanding of contact center operations and key performance metrics

Roles and monitoring :

Staffing adjustments :

Break management :

Adherence monitoring :

Escalation management :

System management :

Shift Timing : 4 : 30 PM - 4 : 30 AM (IST - 9 hrs Shift)

(ref : iimjobs.com)