Workforce Management Analyst

4 days ago

Chennai, Tamil Nadu, India iOPEX Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Brief :

Should have over 3 years of WFM experience in a Contact Center Environmentas an Intraday Analyst or at least 1 year of experience in supervisory position ina WFM team. This is a client facing role which requires the candidate tofrequently interact with US based clients and present WFM related site-levelperformance. The position requires 100% in-office presence and the work hourswould be during India night shifts. Effectively coordinating with all stakeholdersin order to plan & deliver effective schedules for Voice and Non-Voice business.Manages changes to scheduling to ensure adequate daily resource coverage.Maintain business outage/Downtime tracker. Monitor attendance and scheduleadherence. Responsible for optimum utilization of Resources & improve StaffingEfficiency on a real time basis. Good working experience on MS Excel andMacros. Responsible for data collection, sorting & generating MIS. Creatingreports which gives a clear picture of hourly, daily and Monthly agent wiseperformance. Ensuring Turn around Time & accuracy / Quality. Should haveknowledge of Dashboards, automation. Cater to real time ad-hoc requests asand when required. Ability to work independently with minimum supervision andlead junior team members in a team environment, occasionally under timepressure and on several tasks at the same time. Should be comfortable with24*7 shifts. Ability to work in a dynamic fast paced environment. Real-timeQueue Monitoring and ManagementIntraday Analyst in Contact CenterenvironmentCreating reports which gives clear picture of hourly, daily andMonthly performance. Well-versed with MS Excel including advanced featuressuch as Macros

Required Skills

  • Data Analytics
  • Microsoft Excel
  • Team management skills

Roles &Responsibilities

  • Responsible for meeting all the key KPIs assigned to the project
  • Actively lead conversations, present WFM related site level performance to

clients based in the US on a weekly basis

  • Monitor attendance and schedule adherence.
  • Good past experience as an Intraday Analyst in Contact Center environment
  • Manage a team of 7 WFM analysts and drive performance

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