WNS Hiring

2 weeks ago

Bengaluru, Karnataka, India WNS Holdings Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Job Summary:

The Workforce Real-Time Analyst is responsible for monitoring, analyzing, and reporting on real-time contact center performance to ensure service level goals are met. This role plays a critical part in managing intraday staffing, adherence, and queue performance, while collaborating with operations and workforce teams to optimize resource utilization.

Key Responsibilities:

  • Monitor real-time call volume, agent adherence, and service levels across multiple queues and channels.
  • Take immediate action to mitigate service level risks, including re-skilling, overtime, voluntary time off (VTO), and other intraday adjustments.
  • Communicate real-time performance updates and recommendations to operations leaders and WFM partners.
  • Track and report on schedule adherence, shrinkage, and occupancy metrics.
  • Manage and escalate system outages or anomalies affecting performance.
  • Collaborate with scheduling and forecasting teams to improve accuracy and efficiency.
  • Maintain and update intraday dashboards and reporting tools.
  • Participate in post-day analysis to identify trends and recommend improvements.

Qualifications:

  • 12 years of experience in a contact center environment, preferably in a WFM or real-time role.
  • Proficiency in WFM tools (e.g., NICE IEX, Verint, Genesys, Aspect) is a plus
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced, high-pressure environment.

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