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Senior Analyst, WFM

1 month ago

Hyderabad, Telangana, India Ascensus Full time

Role and KEY RESPONSIBILITIES

Intraday real time monitoring of service levels for all queues at all sites 24/7/365 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

QUALIFICATIONS

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