Workforce Management Analyst
22 hours 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
22 hours 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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Workforce Management
3 days 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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Senior Analyst
22 hours ago
New Delhi, India NAB Full timeKey Accountabilities:This role is responsible for : Better experience for Customer and Colleague Proven experience working in medium/large WFM environments and a physical retail environment, supporting multiple channels such as Lenders & Branch environment Demonstratable experience in the use of Aspect WFM for scheduling, effective capacity planning and...
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Workforce Management
1 week 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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Workforce Management Analyst
22 hours ago
New Delhi, India Gainwell Technologies Full timeWorkforce Management (Forecasting)Location – Remote IndiaA 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,...
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Workforce Management Analyst
1 week ago
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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Workforce Management Analyst
1 week ago
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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Workforce Management Analyst
3 days ago
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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Workforce Management
3 days 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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Workforce Management
1 week ago
Delhi, India Gainwell Technologies Full timeGreetings 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...
