Workforce Management (Frontline Analyst)

Greetings from Gainwell Technologies !!!SummaryA 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 metricsRoles and Responsibilities :
• Real-time monitoring : Continuously monitor call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to identify potential issues.
• Staffing adjustments : Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations.
• Break management : Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels.
• Adherence monitoring : Track agent adherence to their scheduled work times and identify deviations requiring intervention.
• Performance reporting : Generate real-time reports on key metrics like call volume, average handle time, and service level attainment.
• Collaboration with operations team : Work closely with operations managers to identify and address operational challenges, providing insights to improvescheduling strategies.
• Identifying trends : Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues.
• Escalation management : Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages.
• System management : Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports.Shift Timing : 4 : 30 PM - 4 : 30 AM (IST - 9 hrs Shift)