
Workforce Management
20 hours ago
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
Roles and 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 Timing : 4:30 PM - 4:30 AM (IST - 9 hrs Shift)
-
Manager Workforce Management
2 weeks ago
Bengaluru, India Randstad Full timeJob Description Job Description - Workforce Management Director about Randstad enterprise Randstad Enterprise Group (REG), a new world-class talent advisory infrastructure that leverages Randstad&aposs breadth of services to build total talent models that generate maximum business value for clients. Bringing together Randstad&aposs global strategic...
-
Workforce Management Analyst
4 days ago
India Gainwell Technologies Full timeJob Description Greeting From Gainwells Technology: Summary Workforce Management A WFM (Workforce Management) supervisor is responsible for overseeing the workforce planning and scheduling within an organization, including tasks like forecasting staffing needs, creating employee schedules, monitoring real-timeadherence, analyzing performance data, and...
-
Manager- Global Workforce
2 days ago
India iMerit Technology Full timeManager, Global Workforce — Scholars Platform Location: Remote (Global) — frequent overlap with Americas/EMEA time zones Reporting to: Director HR Role type: Full-time Team: Will be an individual contributor who works closely with multiple stakeholders. Role summary Lead end-to-end HR and operations for our global Scholars workforce — lifecycle...
-
Manager- Global Workforce
1 day ago
India iMerit Technology Full timeManager, Global Workforce — Scholars Platform Location: Remote (Global) — frequent overlap with Americas/EMEA time zones Reporting to: Director HR Role type: Full-time Team: Will be an individual contributor who works closely with multiple stakeholders. Role summary Lead end-to-end HR and operations for our global Scholars...
-
Workforce Management Analyst
20 hours ago
India Gainwell Technologies Full timeGreeting From Gainwells Technology:Summary Workforce ManagementA WFM (Workforce Management) supervisor is responsible for overseeing the workforce planning and scheduling within an organization, including tasks like forecasting staffing needs, creating employee schedules, monitoring real-timeadherence, analyzing performance data, and ensuringcompliance with...
-
Workforce Management Analyst
3 hours ago
India Gainwell Technologies Full timeGreeting From Gainwells Technology: Summary Workforce Management A WFM (Workforce Management) supervisor is responsible for overseeing the workforce planning and scheduling within an organization, including tasks like forecasting staffing needs, creating employee schedules, monitoring real-timeadherence, analyzing performance data, and ensuringcompliance...
-
Manager- Global Workforce
2 days ago
India iMerit Technology Full timeManager, Global Workforce — Scholars PlatformLocation: Remote (Global) — frequent overlap with Americas/EMEA time zones Reporting to: Director HRRole type: Full-timeTeam: Will be an individual contributor who works closely with multiple stakeholders.Role summaryLead end-to-end HR and operations for our global Scholars workforce — lifecycle management,...
-
Manager- Global Workforce
3 hours ago
India iMerit Technology Full timeManager, Global Workforce — Scholars Platform Location: Remote (Global) — frequent overlap with Americas/EMEA time zones Reporting to: Director HR Role type: Full-time Team: Will be an individual contributor who works closely with multiple stakeholders. Role summary Lead end-to-end HR and operations for our global Scholars workforce — lifecycle...
-
Workforce Manager Analytics
3 weeks ago
India NielsenIQ Full timeJob DescriptionJob DescriptionWe are looking for a Workforce Manager Analytics with a strong foundation in data analytics and a passion for building intelligent, AI-powered solutions. This role is ideal for someone who thrives at the intersection of data science, product thinking, and stakeholder engagement. You will play a key role in designing and...
-
Workforce Staffing Manager, Workforce Staffing
3 weeks ago
India Amazon Music Full timeJob DescriptionDESCRIPTION.. This role can be based in any of our field buildings in the region - Travel required .. At Amazon, we're working to be the most customer centric company on earth. To get there, we need exceptionally talented, bright and self-driven people. If you would like to help us build the place to find and buy anything online, this is your...