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Workforce Management Analyst

3 months ago

Gurugram, India Aptino, Inc. Full time

Position: Real Time Analyst (RTA)

Location: Pune, MH or Gurgaon, HR

Shift Time: US Shift


ob Summary:

As a Real Time Analyst (RTA), you will be responsible for monitoring call service levels and ensuring that global client partner locations meet their productivity targets. Your role will involve creating plans to align with client KPIs, optimizing absenteeism, and managing incident follow-ups to support internal teams and partners. You will also track attendance for in-home associates.


Responsibilities:

  • Real-Time Monitoring: Oversee call service levels, handle time, service time adherence, and arrival patterns.
  • Workforce Management: Utilize workforce tools (such as IEX, Aspect, Avaya) to manage and optimize workforce productivity.
  • Incident Management: Address and follow up on incidents to ensure smooth operations and support for internal teams and partners.
  • Attendance Tracking: Monitor and manage attendance of in-home associates.
  • Reporting and Analysis: Use Excel to generate reports, create pivot tables, and analyze data. Experience with macros is a plus.
  • Communication: Interact with client managers and RTA supervisors to provide feedback, share call metrics, and deliver executive summaries.
  • Organization and Problem-Solving: Maintain high levels of organization, meet deadlines, and approach problems with effective solutions.

Qualifications:

  • Experience: Proven experience with workforce management, service levels, and handle time.
  • Technical Skills: Proficiency in workforce tools (IEX, Aspect, Avaya, etc.) and Excel (reporting, pivot tables; macros are a plus).



Thanks and Regards,

Shailendra Jha

Aptino, Inc.

shailendra.jha@aptino.com