Workforce Management Analyst

3 weeks ago

Kolkata, West Bengal, India Bello Vista Technologies Pvt. Ltd. Full time

DO NOT APPLY UNLESS YOU ARE WORKING IN WFM TEAM / RTA TEAM. THIS IS NOT AN HR POSITION.

DO NOT APPLY IF YOU ARE NOT BASED OUT OF KOLKATA OR IF YOUR HOME TOWN IS NOT KOLKATA

WFM Associate / WFM Analyst / Real Time Analyst General Job Responsibilities:

The Workforce Specialist will be responsible for staffing, scheduling and reporting performance for the call center. This team is tasked with ensuring that business goals are met, while maintaining an environment where our entire company can balance business needs with their lives outside of work.

Please note that you should be open to night shifts and willing to work on weekends. Rotating roster offs shall be given as per client schedule.

If you are interested in the position, please make sure to read the details below before applying.

Job Duties:

●         Create and monitor agent schedules.

●         Provide real-time scheduling and call flow support.

●         Monitor real-time volume and respond to spikes in list or call volumes in relation to staffing levels, average customer wait time, and call abandon percentages.

●         Respond to periods of low call volume in relation to high agent staffing using agreed upon measures such as interval exceptions or offline work

●         Provide scheduled reporting, including hourly, daily, weekly, and monthly reporting, to ensure that Operations Management has the information necessary to make the appropriate business decisions regarding staffing, training, etc.

●         Act as liaison between Call Center Operations and IT and outside vendors to call flow issues, call routing issues, reporting issues, and system issues in general according to the established escalation process.

●         Act as interface between Call Center staff and Dialer.

●         Monitor and maintain real-time adherence to ensure compliance with staffing capacities

●         Coordinate IT and Analysts to ensure business goals are met with respect to staffing and performance.

●         Load daily dialer list and ensure agreed upon dialer strategies are implemented. ∙

●         Produce on-demand reports as needed and assigned by workforce management lead and/or supervisor.

●         Other duties as assigned

Skills and Qualifications:

●         Must be 18 years of age or older

●         Must have High school diploma or equivalent

●         2 years of work experience in contact center workforce management. Strong knowledge of workforce management tools and the ability to maintain them. (Minimum 2 years work experience)

●         Intermediate level of experience with Google Sheets and MS Excel (i.e. creating spreadsheets, v lookups, pivot tables, etc.)

●         Analytical and problem-solving skills.

●         Keen attention to detail and accuracy.

●         Excellent organizational and time-management skills to handle multiple tasks and priorities.

●         Excellent computer skills and the ability to navigate through multiple systems without assistance Ability to communicate clearly and concisely with others, including the presentation of reports and recommendations to client management team.

●         Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability, and self-motivation.

●         Must be able to work independently as well as thrive in a fast-paced, dynamic, team environment.

●         Strong desire to build best practices in the team to help enable your team members' mutual success as the organization continues to grow.

●         Ability to work a flexible schedule, including early mornings, nights & weekends

●         Background – no recent Felony charges or theft/fraud type charges

●         Drug screening

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