Workforce Management

3 weeks ago

Kottayam, India Gainwell Technologies Full time

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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