Workforce Management

3 weeks ago

India 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


Roles and 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 Timing : 4:30 PM - 4:30 AM (IST - 9 hrs Shift)

  • Manager Workforce Management

    2 weeks ago

    Bengaluru, Karnataka, India, Karnataka Randstad Full time

    Job Description - Workforce Management Directorabout Randstad enterprise Randstad Enterprise Group (REG), a new world-class talent advisory infrastructure that leverages Randstad's breadth of services to build total talent models that generate maximum business value for clients. Bringing together Randstad's global strategic accounts teams, with the sales and...

  • Workforce Management Analyst

    4 weeks ago

    India Gainwell Technologies Full time

    Job Description Greeting From Gainwells Technology: Summary Workforce Management A 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...

  • Manager- Global Workforce

    3 weeks ago

    India iMerit Technology Full time

    Manager, Global Workforce — Scholars Platform Location: Remote (Global) — frequent overlap with Americas/EMEA time zones Reporting to: Director HR Role type: Full-time Team: Will be an individual contributor who works closely with multiple stakeholders. Role summary Lead end-to-end HR and operations for our global Scholars workforce — lifecycle...

  • Workforce Management Analyst

    3 weeks ago

    India 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 Analyst

    3 weeks ago

    India Gainwell Technologies Full time

    Greeting From Gainwells Technology: Summary Workforce Management A 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...

  • Workforce Management Analyst

    2 weeks 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...

  • Manager- Global Workforce

    3 weeks ago

    India iMerit Technology Full time

    Manager, Global Workforce — Scholars PlatformLocation: Remote (Global) — frequent overlap with Americas/EMEA time zones Reporting to: Director HRRole type: Full-timeTeam: Will be an individual contributor who works closely with multiple stakeholders.Role summaryLead end-to-end HR and operations for our global Scholars workforce — lifecycle management,...

  • Manager- Global Workforce

    3 weeks ago

    India iMerit Technology Full time

    Manager, Global Workforce — Scholars Platform Location: Remote (Global) — frequent overlap with Americas/EMEA time zones Reporting to: Director HR Role type: Full-time Team: Will be an individual contributor who works closely with multiple stakeholders. Role summary Lead end-to-end HR and operations for our global Scholars workforce — lifecycle...

  • Workforce Management Analyst

    2 weeks ago

    Thane, India TP Full time

    Job Description Job Title: WFM RTA Grade : II Location: Thane/Mumbai / 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...

  • Supervisor, Workforce Management

    3 weeks ago

    Hyderabad, India TriNet Full time

    Job Description Job Description TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR...