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Analyst - WFM (Real Time Analyst)

3 weeks ago

Mumbai, Maharashtra, India Etraveli Group Full time US$ 90,000 - US$ 1,20,000 per year

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3000 passionate professionals is what makes us the industry's tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Greece, India, Canada, Poland and Uruguay.

  • Location: Mumbai / Pune

    Duties & Responsibilities:
    • Monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership.
    • Drive real time management performance for In-house contact centers and Vendors.
    • Drive skilling and priority changes for In-house contact centers and Vendors.
    • Would constantly monitor, track, communicate and document real time floor activities in terms of adherence to defined processes.
    • Responsible for approving and plotting real- time schedule exceptions, and in creating accurate, timely, and relevant intraday reports.
    • Simulating different scenarios, developing contingency plans for unexpected events and invoking those plans when required.
    • Ability to conduct root cause analysis and provide operational actions.
    • Publish intraday reports and attendance at regular intervals.
    • Recommend overtime requirements.
    • Provide ad-hoc data and analysis requests and regular reporting.
    • Work extensively on worksheets.

Requirements

  • Minimum 1.5 years of experience as a Workforce Management (WFM) Analyst
  • Excellent written and verbal communication.
  • Strong interpersonal skills to facilitate cross geographic interaction.
  • Proficient in using MS Office applications (MS-word, Excel) & Google Sheets.
  • Good analytical skills.
  • Knowledge of WFM tools required. Experience of working on Genesys Purecloud will be an added benefit.
  • Possesses good business acumen
  • Education Qualification: Graduate in any stream

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