Workforce Management Analyst

TCS BPS IS HIRING FOR WFM ANALYST FOR HYDERABAD / PUNE / MUMBAI!

Kindly go through the norms below and apply only if its relevant.

Job Role : WFM Analyst

Job Location : Hyderabad / Pune / Mumbai

Experience required :

• Requiring 3-4 years of strong performance and depth of relevant experience in Contact Centre environments
• Workflow & Workload Optimization (Front Office Voice ACDs / Dialer Management & Back Office e-mail / fax / chat / website ++)
• Monthly / Fortnightly / Weekly optimized every week for next week.
• Monitoring shrinkage, schedule adherence, variance reports of daily traffic volumes, headcount analysis, real time performance
• Monitors call routing;

reviews and provides recommendations for optimal intervals on all real-time non-phone activities (training, meetings, coaching, etc.). Service Delivery by Real time Adherence & Intervention / escalation

Job Requirement :

Skill Requirement :

" TCS does not charge any fee at any stage of the recruitment & selection process. TCS has not authorized any person / agency / partner to collect any fee for recruitment from candidates. If you notice the above, please bring it to our attention immediately."