Walk-in Drive For Workforce Management Analyst @

2 days ago

Navi Mumbai, Maharashtra, India ICICI Lombard Full time ₹ 4,50,000 - ₹ 7,50,000 per year

Hiring Workforce Management Analyst @ ICICI LOMBARD GENRAL INSURANCE - Vashi

Job Summary :

The Workforce Management (WFM) Analyst is responsible for optimizing workforce efficiency and productivity through effective planning, scheduling, and real-time management. This role involves analyzing historical data, forecasting future workloads, and implementing strategies to ensure adequate staffing levels to meet service level objectives and operational goals.

Key Responsibilities:

  • Forecasting and Planning
  • Scheduling
  • Real-time Management
  • Data Analysis and Reporting

Business Group

Service, Operations & Tech.

Vertical

Customer Relationship Team

Role Objective

Forecasting and Planning, Scheduling, Real-time Management, Data Analysis and Reporting

Manage call/ chat volumes, daily attendance and program break schedules

Work closely with the operations team to analyse and help improve their delivery processes

Generate ideas for process and service improvement planning

Prepare and share biweekly, monthly internal reports

Skills Required

Excellent Communication Skills in English & Hindi

Must have Microsoft excel skills

Ability to create reports in Excel and forecast results

Ability to multi-task, focus and complete reports for extended periods of time

Competencies Required:

Team player

Previous call Center experience (Preferred)

Required Qualification / Experience

Full Time Graduate / Post Graduate

0 to 3 yrs. of experience (Preferred)

Call-center experience in GI industry will be an added advantage

Job Title : Workforce Management Analyst

Age Criteria : 35 Max

Shift Timing: (9.30 hours)

Interested candidate can share their resume on or can directly walk-in to below mentioned office address -

Regards,

Ankita Soni

Human Resource

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