Advanced Scheduling Expert

Workforce Management Real-Time Analyst

The ideal candidate will have strong analytical skills, excellent communication skills, and the ability to work under pressure.

Key Responsibilities :

• Real-time monitoring : Continuously monitor call volumes, agent status, 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 improve scheduling 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 Timings : 9 Hours Shift between 4 : 30 PM to 4 : 30 AM IST