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Analyst, WFM

Analyst, WFM

AscensusHyderabad, India
30+ days ago
Job description

Role and KEY RESPONSIBILITIES

  • Intraday real time monitoring of service levels for all queues at all sites
  • Real time monitoring of associates performance from all teams at all sites
  • Real Time updates on Service Levels, Contact data, and other KPIs
  • Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals
  • Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
  • Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)
  • Support changes within routing profiles to move associates as needed
  • Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage
  • Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
  • Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders
  • Review and process VTO / PTO / OT / Non-Prod time requests in real-time
  • Provide assistance to the WFM team as needed.

Key Skills & Knowledge

  • IEX WFM – and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting
  • Graduate with 3+ years contact center experience and Good Communication Skill
  • MS Office – Excel, PowerPoint, Word, Access, Outlook, etc.
  • InContact / Oracle – ACD and other ACD platforms to support multi-channel Environment – (Voice / Chat / Email / SMS)
  • 2+ years’ Workforce Experience (RTA or greater)
  • Good knowledge of the call center industry.
  • Good understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
  • Knowledge of ACD and Call Center Workforce applications - preferred.
  • Strong oral and written communication skills.
  • Proficient in Microsoft Office.
  • Ability to multi-task, prioritize, and meet timelines of deliverables.
  • Self-starter, sense of urgency, and works well under pressure.
  • High attention to detail, sense of professionalism and ability to develop relationships
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    Analyst • Hyderabad, India