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Workforce Management (Real Time Analyst)

Workforce Management (Real Time Analyst)

Gainwell TechnologiesBangalore, IN
19 hours ago
Job description

Greetings from Gainwell Technologies...!

Summary

A 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 metrics

Role & 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 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 (Night Shift) - 9 Hours Shift in between 4.30 PM to 4.30 AM IST

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