RCO WFM Analyst, SIV
1 month ago
Delivery of Performance:
- Responsible for queue, skill and profile management adjusting staffing in line with volume.
- Interprets and communicate data impacting the current Service level including shift in arrivals, schedules, productivity that could impact Service level and seller experience.
- Deliver root cause analysis to identify misses in SLA’s through deep dives of data
- Provide inputs on new metrics and tools
- Drives the implementation of new metrics and tool’s along with supporting the change management process involving staff and workforce initiatives.
- Escalate all major issues and notify workforce managers— whether they’re in operations or the affected businesses— ensuring the right people know of the incident at the right time.
- Communicates effectively both verbal and written form on all interactions within and outside of the Workforce Management team. Especially when engaging stakeholders on specific Adherence issues.
- Produce and own daily, weekly and monthly reporting on performance goals
Basic Qualifications:
- Experience in Workforce Management software, ie: Aspect, IEX
- Effective numerical & analytical skills.
- Efficient technical skills: intermediate to advance knowledge of Microsoft Excel, Outlook, Word, PowerPoint.
Preferred Qualifications:
- Demonstrated ability to influence stakeholders through effective communication written and verbal.
- Demonstrated ability to effectively manage time, prioritize multiple tasks and projects to ensure in-time delivery.
- Data Analysis experience leading to creation of reporting to leadership.
- Ability to meet tight deadlines and prioritize workload.
- Ability to work in a cross-functional environment.
We are open to hiring candidates to work out of one of the following locations:
Hyderabad, TS, IND
BASIC QUALIFICATIONS
-1 year experience in Workforce Management software, ie: Aspect, IEX
-1 year experience in Workforce Management
- Effective numerical & analytical skills.
- Efficient technical skills: intermediate to advance knowledge of Microsoft Excel, Outlook, Word, PowerPoint.
PREFERRED QUALIFICATIONS
- Demonstrated ability to influence stakeholders through effective communication written and verbal.
- Demonstrated ability to effectively manage time, prioritize multiple tasks and projects to ensure in-time delivery.
- Data Analysis experience leading to creation of reporting to leadership.
- Ability to meet tight deadlines and prioritize workload.
- Ability to work in a cross-functional environment.
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