Workforce Management Analyst
3 weeks ago
Job Title: WFM RTA Grade : II Location: Mumbai Malad / Work from Office Department: WFM Salary: Market standards, based on current CTC Reports To: WFM Team Leader Job Summary: The Workforce Management (WFM) Real-Time Analyst (RTA) is responsible for monitoring and managing real-time workforce metrics to ensure optimal staffing levels and adherence to operational targets. This role involves making immediate adjustments to schedules, addressing workforce issues as they arise, and providing timely insights to support operational efficiency and service quality. Key Responsibilities: 1. Real-Time Monitoring: Continuously monitor real-time data and workforce metrics, including call volumes, service levels, and agent availability. Track and report on adherence, occupancy, and other performance indicators throughout the day. Expertise in CMS Avaya, Verint/IEX WFM Tool 2. Schedule Adjustments: Make real-time adjustments to staffing schedules based on current demand, including shift changes, break adjustments, and emergency coverage. Communicate schedule changes and adjustments to relevant team members and departments. 3. Issue Resolution: Quickly address and resolve any issues related to staffing, scheduling, or adherence that arise during operational hours. Coordinate with supervisors and managers to address any staffing gaps or performance concerns. 4. Data Analysis and Reporting: Analyze real-time data to identify trends or potential issues impacting service levels and operational performance. Provide real-time and end-of-day reports on performance metrics, including adherence, service levels, and any anomalies. 5. Collaboration and Communication: Work closely with WFM Planners, schedulers, and operational teams to ensure alignment and coordination. Communicate effectively with agents and supervisors regarding schedule changes, adherence issues, and performance expectations. 6. Process Improvement: Identify opportunities for process improvements in real-time monitoring and response. Suggest and implement strategies to enhance real-time management practices and overall operational efficiency.
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Workforce Management Analyst
2 weeks ago
New Delhi, India Teleperformance Global Services Full timeJob Title: WFM RTAGrade : IILocation: Mumbai Malad / Work from OfficeDepartment: WFMSalary: Market standards, based on current CTCReports To: WFM Team LeaderJob Summary: The Workforce Management (WFM) Real-Time Analyst (RTA) is responsible for monitoring and managing real-time workforce metrics to ensure optimal staffing levels and adherence to operational...
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Workforce Management Analyst
2 weeks ago
New Delhi, India TP Full timeJob Title: WFM RTAGrade : IILocation: Thane/Mumbai / Work from OfficeDepartment: WFMSalary: Market standards, based on current CTCReports To: WFM Team LeaderJob Summary: The Workforce Management (WFM) Real-Time Analyst (RTA) is responsible for monitoring and managing real-time workforce metrics to ensure optimal staffing levels and adherence to operational...
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Workforce Management Analyst
2 weeks ago
New Delhi, India TP Full timeJob Title: WFM RTA Grade : II Location: Thane/Mumbai / Work from Office Department: WFM Salary: Market standards, based on current CTCReports To: WFM Team Leader Job Summary: The Workforce Management (WFM) Real-Time Analyst (RTA) is responsible for monitoring and managing real-time workforce metrics to ensure optimal staffing levels and adherence to...
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Business Analyst – Operations
2 days ago
New Delhi, India PiTek Solutions Full timeSenior Workforce Management Expert – Operations & ManufacturingFull-Time Remote Work from India for a North American ClientWe are seeking a highly experienced, Senior Workforce Management (WFM) Expert to join our team. This pivotal role requires deep, specialized knowledge in WFM and operational processes to support and enhance time & labor solutions...
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Workforce Management Analyst
3 weeks ago
New Delhi, India Gainwell Technologies Full timeGreeting From Gainwells Technology:SummaryWorkforce 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...
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Business Analyst – Operations
3 days ago
Delhi, India PiTek Solutions Full timeBusiness Analyst – Operations & Workforce ManagementDepartment:Information Technology – Enterprise SolutionsReports to:IT Manager, PMOPosition OverviewWe are seeking aBusiness Analystfor a North American Client for Full Time Remote work from India to support and enhance workforce-related operational processes across our chemical manufacturing sites. This...
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Workforce Management Analyst
2 weeks ago
New Delhi, India Selections HR Services Private Limited Full timeAbout the Role We are looking for an analytical and proactiveWFM Analystto join our Workforce Management team. The role involves forecasting, capacity planning, and performance analysis to ensure optimal resource utilization and smooth business operations. Key Responsibilities Forecast and model capacity based on historical data and future business...
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Workforce Management
4 weeks ago
Delhi, India Gainwell Technologies Full timeGreetings from Gainwell Technologies !!!SummaryA 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...
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Business Analyst – Operations
2 days ago
Delhi, India PiTek Solutions Full timeSenior Workforce Management Expert – Operations & ManufacturingFull-Time Remote Work from India for a North American ClientWe are seeking a highly experienced, Senior Workforce Management (WFM) Expert to join our team. This pivotal role requires deep, specialized knowledge in WFM and operational processes to support and enhance time & labor solutions...
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Business Analyst – Operations
1 day ago
Delhi, India PiTek Solutions Full timeSenior Workforce Management Expert – Operations & ManufacturingFull-Time Remote Work from India for a North American ClientWe are seeking a highly experienced, Senior Workforce Management (WFM) Expert to join our team. This pivotal role requires deep, specialized knowledge in WFM and operational processes to support and enhance time & labor solutions...
