Wfm Rta Mumbai
2 weeks ago
**Role**: Sr WFM Analyst (Forecaster & Scheduler)
**Location**:Mumbai
JD for Forecaster and scheduler:
**Functional Responsibilities**
- Generate and maintain forecast contact volumes, handle times, and staffing requirements for internal and external lines of business, including vendor partners
- Conduct analysis on service level performance, identifying trends and recommend schedule adjustments to ensure adequate resource coverage, including staffing level changes.
- Maintain our workforce management software as it relates to forecasting, scheduling, agent skills and record maintenance
- Suggest opportunities for increased efficiency through trend analysis, including AUX code usage or adjustments to shrinkage allocation levels
- Coordinate with Operations leaders to align on WFM policies including time off allowances and out of production activity expectations
- Maintain performance reports tracking daily, weekly, and monthly KPIs and contributing to weekly and monthly business review meetings
- Align with vendor partners on all planned activities with an impact to coverage and productivity, including training, coaching, meetings and holiday coverage
- Participates in and/or leads projects related to Workforce Management functions
- Maintains a high level of awareness of contact center processes and procedures as well as industry best practices
- Acts as a mentor and provides guidance, leadership, and education on WFM’s role in operations
**Education**
Graduate
**Experience**
- 2+ years WFM (Forecaster & Scheduler) experience with advanced knowledge of scheduling and short term forecasting.
**Skills**
- Expert level proficiency/understanding of WFM software (Aspect, Nice, Verint.)
- Advanced knowledge of Microsoft Excel
- Advanced understanding of contact center metrics and strategies to meet service goals
**Salary**: ₹40,000.00 - ₹50,000.00 per month
Schedule:
- Day shift
- Monday to Friday
**Experience**:
- RTA: 1 year (required)
Work Location: In person
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