Workforce management analyst

3 weeks ago

Ahmedabad, India UpMan Placements Full time
Position: Real Time Analyst
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, Blue Pumpkin, Centre Vu)

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