WFM Real Time Analyst I
1 week ago
Looking for a skilled professional to join our team as a Workforce Management (WFM) Real Time Analyst I in Bengaluru. The ideal candidate will have 1-2 years of experience and be responsible for overseeing and managing the contact center's operational support aspects, including staffing, scheduling, and forecasting.
Roles and Responsibility
- Manage all operational support aspects of the contact center.
- Facilitate and monitor workforce planning issues, including staffing, scheduling, and forecasting systems.
- Oversee contact center quality issues and support systems implementation and management.
- Develop and implement relevant solutions based on best practices.
- Lead a team of junior co-workers and set day-to-day operational objectives.
- Monitor and execute training programs across the contact center.
Job Requirements
- Minimum 1 year of experience in WFM or a related field.
- Any Graduate degree is required.
- Strong knowledge of WFM principles and practices.
- Excellent communication and leadership skills.
- Ability to work independently and collaboratively within a team environment.
- Proficient in executing established standards and processes.
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