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Workforce Management Real Time Analyst
Conduent Business Servicesbangalore, India20 hours ago
Job descriptionCandidates must have 1 to 2 years’ experience in RTA, Exp. for Realtime monitoring workflow and advanced reporting. Bachelor’s Degree : Business Information Management, Economics, Logistics, Communication or Mathematics Effective operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location) Basic proficiency of mathematical and analytical skills Advanced proficiency of communication skills Strong collaboration skills Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel and Outlook) and Windows / Mac OS X Ability to focus on performance and results, and to act accordingly Knowledge of and / or experience with WFM systems, preferably NICE IEX Knowledge of the COPC methodology Result-oriented collaboration Knowledge of general contact center processes Proactivity Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology Advanced proficiency and knowledge of MS Office (Excel) Effective communication & feedback
Job Description :
- Processing and approval (in consultation with WFM Intraday Management) of tickets and requests within IEX Webstation or any other WFM ticketing tool from operation to WFM regarding (preferred) changes to the published schedule.
- Monitors employee performance against work schedules and real-time productivity through applications.
- Processing attainment exceptions in the schedule of the CSR.
- Informs employees and / or supervisors about schedule changes.
- Processing and operationalise changes to the schedule, directed and / or initiated by WFM Intraday Management and inform when required the CSRs or Operational Supervisors about these changes
- Communicates actual performance & productivity of employee KPIs to operational leaders to promote the achievement of KPI targets.
- Performs all other duties as assigned
Job Requirement :
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Workforce Management Analyst • bangalore, India
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