Workforce Management

20 hours ago

india, IN 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

  • Workforce Management Analyst

    20 hours ago

    india, IN Gainwell Technologies Full time

    Greeting From Gainwells Technology:Summary Workforce ManagementA WFM (Workforce Management) supervisor is responsible for overseeing the workforce planning and scheduling within an organization, including tasks like forecasting staffing needs, creating employee schedules, monitoring real-timeadherence, analyzing performance data, and ensuringcompliance with...

  • Workforce Management

    20 hours ago

    india, IN Gainwell Technologies Full time

    SummaryIn Workforce Management (WFM), long-term forecasting role focused on new business using stakeholder provided or proxy data to predict staffing needs over extended periods, often considering seasonal trends, market changes, and business strategies.Your role in our missionAnalyzing historical data - Reviewing past sales trends, stakeholder behavior, and...

  • Workforce Management Analyst

    20 hours ago

    india, IN Gainwell Technologies Full time

    Workforce Management (Forecasting) Location – Remote India A WFM (Workforce Management) short-term forecasting role is primarily responsible for predicting near- future staffing needs by analyzing historical data and current trends, allowing a company to accurately schedule employees to meet anticipated stakeholder demand withina short time frame,...

  • Resource Deployment Manager

    20 hours ago

    india, IN PTR Global Full time

    About Pinnacle Group Pinnacle Group is a nationally recognized leader in workforce solutions, known for delivering high-impact staffing, talent management, and contingent workforce programs. We support some of the most respected companies across a range of industries through unmatched execution, deep industry knowledge, and a relentless focus on results. Our...

  • Human Resources Information System Analyst

    20 hours ago

    india, IN MNC Plumbing Full time

    As an HRIS Analyst, you will provide system support, configuration, troubleshooting, reporting, project coordination, and integrations with other systems for UKG Workforce Management to support our global HR function. Systems outside of UKG Workforce Management may include: SAP, SuccessFactors, TeamSense, bSwift, and Jira. You will actively identify process...

  • Senior Program Manager

    20 hours ago

    india, IN TechHarbor Partners Full time

    Company DescriptionTechHarbor Partners is dedicated to guiding businesses and individuals through the digital landscape with innovative solutions. The team at TechHarbor Partners believes in the power of technology and innovation to drive change and transformation, ensuring clients stay ahead of the curve in the digital age. Whether it's streamlining...

  • Operations Manager

    20 hours ago

    india, IN PTR Global Full time

    About Pinnacle GroupPinnacle Group is a nationally recognized leader in workforce solutions, known for delivering high-impact staffing, talent management, and technology services to some of the most respected companies across industries. Our success is built on execution, precision, and accountability—empowering our teams to operate with urgency and...

  • Logistics Manager

    20 hours ago

    Dholera, Gujarat, India, IN Tata Electronics Full time

    Title of the position: Logistics Specialist (Manger)Location: TSMPL-Dholera, GujaratAbout The BusinessTata Electronics Private Limited is a prominent global player in the electronics manufacturing industry, with fast-emerging capabilities in Electronics Manufacturing Services, Semiconductor Assembly & Test, Semiconductor Foundry, and Design Services....

  • Plant Human Resources Manager

    20 hours ago

    Pochampalli, Tamil Nadu, India, IN Ola Electric Full time

    Job descriptionJob Summary:The Plant HR Business Partner (HRBP) will act as a strategic partner to the plant management team, providing HR support and guidance to drive business performance, employee engagement, and compliance with company policies and labor laws. The HRBP will be responsible for aligning HR initiatives with the plants operational goals and...

  • Engagement Manager

    20 hours ago

    india, IN NIIT Full time

    About NIITAt NIIT, we’re transforming the way the world learns, for the better. That’s why the world’s best-run learning functions across 30 countries trust us with their learning and talent. Since 1981, we have helped leading companies transform their learning ecosystems while increasing the business value of learning. Our comprehensive, high-impact...