Workforce Management Analyst

2 weeks ago


Chennai, Tamil Nadu, India Movate Full time

Immediate hiring for Workforce Management (WFM) specialist in Chennai, Ambit IT Park, Ambattur. Seeking professionals experienced in WFM processes including scheduling, forecasting, and real-time adherence (RTA).

Roles and Responsibilities:

  • Ensure agent adherence using WFM tools such as Nice WFM and Genesys (Pure cloud) to manage queues efficiently.
  • Monitor and address call queues, high handle times, and breaks adherence to maintain service levels.

Required Skills & Desired Skills:

Seeking candidates with knowledge of metrics, reporting, decision-making, and time management. Familiarity with tools such as Nice WFM, Genesys, and proficiency in Excel is crucial for this role.



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