Real Time Analyst
ConfidentialDelhi, Hyderabad / Secunderabad, Telangana7 days ago
Job descriptionWould act as the first point of contact for all service-related escalations occurring on account of issues such as call routing, technical outage, unscheduled absences, unscheduled breaks, forecast deviations etc. Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to plan and process defined. Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports) Will have to manage client & stakeholder requirements. Knowledge of trends and total demand and providing relevant inputs to WFM leadership, Client, and Ops Leadership Assist in detailing and documenting performance impacts to WFM leadership. Compares call forecasts with actual results to examine variances, proactively identifies scheduling gaps and offers solutions to solve them. Provides performance analysis to ensure accurate, timely reporting to support business decisions. Interaction with other departments to improve the performance indicators.
Desired Candidate Profile
- Someone with a minimum of 15 months experience in WFM RTA domain. Flexible and willing to work 24
- 7 environment.
- Very good proficiency in MS excel. Any prior Workforce Management experience in Scheduling or Reporting will be an added advantage.
- Knowledge of Work force management software. Experience on Verint (WFM tool) or any other tool is a plus.
- Strong analytical and communication skills.
- Should know how to analyse performance data in real time.
Skills Required
Workforce Management (WFM), Real-Time Adherence (RTA), escalation handling, call routing issues
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Analyst • Delhi, Hyderabad / Secunderabad, Telangana
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