Workforce Management Analyst
1 week ago
Department: Workforce Management
Overview:
Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.
▪ Updates and processes data for real-time performance analysis.
▪ Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
▪ Manages and monitors the queue for the Operations account against the attainment of passing service levels.
▪ Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management.
▪ Acts as the central point of communication regarding account performance by cascading vital
information to key decision-makers.
▪ Escalates relevant information on account performance to Management and ensures proper document on major incidents.
▪ Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts.
▪ Provides information on key issues and challenges in attaining service levels, and devices necessary responses to resolve such matters.
▪ Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management.
▪ Conducts training for new hires, or as required for Operations.
Required skills + qualities (technical):
▪ Bachelor's Degree in any field
▪ At least one (1) year of Workforce Management experience within the call center / customer service industry.
▪ Formal training in Workforce Management (i.e. real-time data analysis, queue management) preferred.
▪ Previous call center operations experience
Required skills + qualities (non-technical):
▪ Basic knowledge of workforce management processes, concepts and principles (i.e. staffing
projections, scheduling, service level analysis, metrics monitoring).
▪ Prior knowledge of client specifics (i.e. nature of account, metrics) and of ACD / PABX and workforce management software systems preferred.
▪ Working knowledge of call center operations and organization.
▪ Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu)
-
Delhi, India Isha Worldwide Full timeCompany DescriptionIsha Worldwide is an HR consultancy based in Mumbai, with a focus on understanding and meeting the requirements of employers through a team of experienced recruiters. We provide exceptional customer service to employers and candidates, with a personalized approach.Role DescriptionThis is a full-time on-site role for a Senior Workforce...
-
delhi, India Flexi Analyst Full timeCompany DescriptionFlexi Analyst is a part of the Champ Team of Business-Quality-Data & Content Analysts, focusing on helping businesses build their community for Acquisition, Retention, and Engagement. With leadership team members from Accenture, Amazon, Flipkart, Apple, and Inmobi, Flexi Analyst is dedicated to creating the world's largest community of...
-
Product Analyst
1 month ago
Delhi, India Flexi Analyst Full timeCompany DescriptionFlexi Analyst is a part of the Champ Team of Business-Quality-Data & Content Analysts, focusing on adding value to customers. The Leadership team comes from reputable companies like Accenture, Amazon, Flipkart, Apple, and Inmobi, aiming to build the world's largest community of Analysts.Role DescriptionThis is a full-time remote role for a...
-
Workforce Management Analyst
3 weeks ago
Delhi, India Live Connections Full timeGreetings from Live Connections !!Live Connections Placements Pvt. Ltd. or LiveC as we are popularly known as, is a 26+ year-old search and recruitment organization that specializes in finding and placing professionals across several sectors around the globe. We bring to the table a cumulative recruitment experience built over two decades.Follow for more ...
-
Project Management Officer
2 days ago
Delhi, India Flexi Analyst Full timeCompany DescriptionFlexi Analyst is a part of the Champ Team of Business-Quality-Data & Content Analysts, focusing on helping businesses build their community for Acquisition, Retention, and Engagement. With leadership team members from Accenture, Amazon, Flipkart, Apple, and Inmobi, Flexi Analyst is dedicated to creating the world's largest community of...
-
Workforce Planning Strategist
2 days ago
Delhi, Delhi, India Isha Worldwide Full timeAbout Isha WorldwideIsha Worldwide is a renowned HR consultancy based in Mumbai, India. With a strong focus on delivering exceptional customer service to employers and candidates, we pride ourselves on our personalized approach.Role OverviewWe are seeking a highly skilled Senior Workforce Management Analyst- Scheduler for a full-time on-site position. As a...
-
Director-workforce management
6 days ago
Delhi, India Sutherland Full timeAbout Sutherland:Sutherland is a process transformation company focused on helping Fortune 1000 companies rethink the way business gets done. Whether transforming your financial processes, applying analytics to customer care, or leveraging experience design to build a customer journey map, we are experts in reengineering process. We design exceptional...
-
Director-Workforce Management
6 days ago
Delhi, India Sutherland Full timeAbout Sutherland:Sutherland is a process transformation company focused on helping Fortune 1000 companies rethink the way business gets done. Whether transforming your financial processes, applying analytics to customer care, or leveraging experience design to build a customer journey map, we are experts in reengineering process. We design exceptional...
-
Director-Workforce Management
6 days ago
Delhi, India Sutherland Full timeAbout Sutherland:Sutherland is a process transformation company focused on helping Fortune 1000 companies rethink the way business gets done. Whether transforming your financial processes, applying analytics to customer care, or leveraging experience design to build a customer journey map, we are experts in reengineering process. We design exceptional...
-
Senior Workforce Planning Expert
9 hours ago
Delhi, Delhi, India Isha Worldwide Full time**About Us**Isha Worldwide is a renowned HR consultancy based in Mumbai, India. We pride ourselves on delivering exceptional customer service to employers and candidates through our team of experienced recruiters.We offer personalized approach and tailored solutions to meet the requirements of employers.Job OverviewThis is a full-time on-site role for a...
-
delhi, India Analyst Consultants Full timeCompany Description Incorporated at a micro level in 1999 and today we are proud to see ourselves among the top leading organizations of the country, dealing with various types of projects of different magnitude. We have a fully integrated “State of Art” office in NOIDA, UTTARPRADESH, INDIA. Role Description This is a full-time on-site role for a Design...
-
Product owner
3 weeks ago
Delhi, India Flexi Analyst Full timeCompany DescriptionChamp Team of Business-Quality-Data & Content Analysts at Flexi Analyst helps businesses build their community for Acquisition, Retention, and Engagement. The Leadership team comes from reputable companies like Accenture, Amazon, Flipkart, Apple, and Inmobi, aiming to create the world's largest community of Analysts. Flexi Analyst focuses...
-
Product Owner
3 weeks ago
delhi, India Flexi Analyst Full timeCompany DescriptionChamp Team of Business-Quality-Data & Content Analysts at Flexi Analyst helps businesses build their community for Acquisition, Retention, and Engagement. The Leadership team comes from reputable companies like Accenture, Amazon, Flipkart, Apple, and Inmobi, aiming to create the world's largest community of Analysts. Flexi Analyst focuses...
-
Product Owner
3 weeks ago
delhi, India Flexi Analyst Full timeCompany Description Champ Team of Business-Quality-Data & Content Analysts at Flexi Analyst helps businesses build their community for Acquisition, Retention, and Engagement. The Leadership team comes from reputable companies like Accenture, Amazon, Flipkart, Apple, and Inmobi, aiming to create the world's largest community of Analysts. Flexi Analyst...
-
delhi, India Sutherland Full timeAbout Sutherland: Sutherland is a process transformation company focused on helping Fortune 1000 companies rethink the way business gets done. Whether transforming your financial processes, applying analytics to customer care, or leveraging experience design to build a customer journey map, we are experts in reengineering process. We design exceptional...
-
Blue Collar Workforce Manager
2 days ago
Delhi, Delhi, India ATMS Full timeJob Title: Blue Collar Workforce ManagerWe are seeking an experienced HR Recruiter / Manpower Supervisor to oversee blue-collar recruitment and workforce management processes for ATMS. As a key member of our team, you will be responsible for sourcing, screening, and hiring qualified candidates for various blue-collar positions.Responsibilities:Develop and...
-
Product Owner
3 weeks ago
Delhi, India Flexi Analyst Full timeCompany DescriptionChamp Team of Business-Quality-Data & Content Analysts at Flexi Analyst helps businesses build their community for Acquisition, Retention, and Engagement. The Leadership team comes from reputable companies like Accenture, Amazon, Flipkart, Apple, and Inmobi, aiming to create the world's largest community of Analysts. Flexi Analyst focuses...
-
Ceridian Dayforce
2 weeks ago
delhi, India BDO RISE Private Limited Full timeJob Duties The Ceridian Dayforce Implementation Consultant will own the following responsibilities: Acts as a trusted advisor to external clients and BDO project teams in implementing Ceridian Dayforce HCM solutions including Talent & Benefits Intelligence, Workforce Management (WFM) HR, Advanced HR Analytics, or Payroll Leads all phases of the Dayforce...
-
Software Engineer
1 month ago
Delhi NCR/Delhi/Greater Noida, India RMV WORKFORCE LLP Full timeJob SummaryWe are seeking a highly skilled Java Developer to join our team at RMV WORKFORCE LLP. The ideal candidate will have a strong foundation in Java, experience with cloud-based technologies, and a passion for designing and implementing scalable REST API services.Key Responsibilities- Design and implement highly scalable and available REST API services...
-
Ceridian Dayforce
2 weeks ago
delhi, India BDO RISE Private Limited Full timeJob Duties The Ceridian Dayforce Implementation Consultant will own the following responsibilities:Acts as a trusted advisor to external clients and BDO project teams in implementing Ceridian Dayforce HCM solutions including Talent & Benefits Intelligence, Workforce Management (WFM) HR, Advanced HR Analytics, or PayrollLeads all phases of the Dayforce...
