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Workforce Management Analyst

1 month ago

navi mumbai, India Wipro Full time

Job Description:

• Monitors the queue realtime and addresses issues that could impact SLAs.

• Act as a point of contact for all technical issues that could impact delivery and SLAs.

• Tracks real-time impact of technical issues on productivity.

• Reviews SLAs performance from previous week and prepares RCAs whenever required.

• Preparing agent schedules and align them to volume arrival pattern to ensure SLAs are met.

• Analyze scheduling outputs simulation and recommend changes whenever necessary.

• Generates schedule adherence, conformance and attendance reports on a daily basis to to monitor performance against plan

• Preparing Daily, weekly reports on SLAs and Productivity.

• Coordinate with internal and external stakeholders on items related to capacity planning and hiring

• Preparing BAU reports. Monitoring, Analytical tools, RTA



Required Skills:

• Good working knowledge of computer i.e., MS-Office, above average MS Excel knowledge is required.

• Excellent verbal & written communication & presentation skills.

• WFM Tool Competency (IEX, eWFM , Blue Pumpkin, Calabrio, etc.)


Salary- 5L-6L (Approx)

Minimum 1 year of relevant experience required.

Notice- immediate to 45 days

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