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Wfm / Rta Executive

3 months ago

Pune, Maharashtra, India 2COMs Full time
We have an excellent opportunity for WFM role for one of our client at Pune / Bangalore Location.

Qualification - Graduate

Responsibilities


Analyzes call volumes, call patterns, call trends, and staff productivity for assigned centers, uses this information to build, coordinate, and accurately maintain employee schedules.

Forecasts future workflow volume and makes scheduling adjustments based on business needs.

Monitors all time away from work for the employees (i.e. vacation, absentee tracking).

Recommends time away from work parameters and monitors all time off.

Corresponds with employees; adjusts schedules where appropriate.

Communicates daily with managers and Team leads regarding schedules. This includes but is not limited to discussing scheduling shortages, shift changes, and soliciting overtime to fill scheduling shortfalls.

Tracks, monitors and analyzes employee adherence to assigned schedule; provides supervisory staff with appropriate feedback to share with employees.


Coordinates with Team leads and managers to identify employees who are out of adherence, so that they may be returned to a productive state.

Assists with the fulfillment of work force guidelines.

Conducts analysis on historical data to determine appropriate shift and staffing levels on a long-term basis.

Prepares and maintains workforce management documentation. Analyzes and provides status reports to Managers on a quarterly basis, or as needed.

Makes recommendations to change shifts to improve service levels.

Performs other functions as assigned.

Solid understanding of call routing strategies.

Excellent skills in communication should be accustomed with fast and changing needs.

# Must be flexible with shift hours.

Requirements:

  • We have an excellent opportunity for WFM role for one of our client at Pune / Bangalore Location.

Qualification - Graduate

Responsibilities


Analyzes call volumes, call patterns, call trends, and staff productivity for assigned centers, uses this information to build, coordinate, and accurately maintain employee schedules.

Forecasts future workflow volume and makes scheduling adjustments based on business needs.

Monitors all time away from work for the employees (i.e. vacation, absentee tracking).

Recommends time away from work parameters and monitors all time off.

Corresponds with employees; adjusts schedules where appropriate.

Communicates daily with managers and Team leads regarding schedules. This includes but is not limited to discussing scheduling shortages, shift changes, and soliciting overtime to fill scheduling shortfalls.

Tracks, monitors and analyzes employee adherence to assigned schedule; provides supervisory staff with appropriate feedback to share with employees.


Coordinates with Team leads and managers to identify employees who are out of adherence, so that they may be returned to a productive state.

Assists with the fulfillment of work force guidelines.

Conducts analysis on historical data to determine appropriate shift and staffing levels on a long-term basis.

Prepares and maintains workforce management documentation. Analyzes and provides status reports to Managers on a quarterly basis, or as needed.

Makes recommendations to change shifts to improve service levels.

Performs other functions as assigned.

Solid understanding of call routing strategies.

Excellent skills in communication should be accustomed with fast and changing needs.

# Must be flexible with shift hours.

Job Information:

Salary


***Work Experience

Experienced
***City

Pune City
***State/Province

Maharashtra
***Country

India
***Industry

BPO
***Zip/Postal Code

**411001