Work force management

3 days ago


Mumbai, India Enrich And Enlight Business Consulting Full time

Role : Work force management with (RTA )

job location: Mumbai(Andheri )

shift: night shift

work mode: work from office

notice period : immediate to 15 days

(Preferred candidate from BPO & IT company )

Role & responsibilities :

(2+ years of RTA Experience with hands-on experience of IEX or CXOne.)

  • Oversee all real-time WFM(work force management) activities to ensure operational and client goals are met
  • Implement analysis and reporting via WFM tools available
  • Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team.
  • Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
  • Reporting of information such as call volumes, SL and abandon rates as and when required by the business
  • Working knowledge of WFM tools like Verint/Genesys/Aspect and Calabrio etc. is an advantage.
  • Excel working knowledge of MS Office tools like PowerPoint, Word and Outlook. excel
  • Complete understanding of overall operational activities including phone, email, chat, community, and social media support.


• Clear communication skills to manage client and stakeholder conversations.

Regards & thanks

Ishwarya -HR consultant


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