Workforce Management

1 week ago

Delhi, 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
Role & 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 Timings (Night Shift) - 9 Hours Shift in between 4.30 PM to 4.30 AM IST

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