Workforce Analyst-Customer Service

4 days ago

Noida, Uttar Pradesh, India McGraw Hill Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Overview
Build the Future
Could your creative thinking build the future? McGraw Hill makes a difference for learners and educators across the world. Our team needs individuals with new ideas who connect with people in innovative ways.

What is this about?
As our new
Workforce Analyst-Customer Service,
you will be responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming contacts at the desired service level. This position coordinates appropriate staffing allocation and availability of call center staff to achieve service level objectives.

  • This role requires working on US business hours (Night shifts with rotational shift hours)
  • This is a remote opportunity, but the ideal candidates should reside within Noida/Greater Noida/Delhi location.

What you will be doing:

  • Real time monitoring of multiple departments across Customer Experience. Run and analyze reports to make recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
  • Ability to prioritize workload, meet deadlines and proficient in multitasking while monitoring real-time volume in several channels - phone, chat, email, web support across multiple sites with attention to detail.
  • Enter schedule exceptions for contact center agents i.e, absence, paid time off, meetings etc.
  • Ensure all reports originating from the department are accurate and reliable.
  • Complete root-cause analysis to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness.

You should apply if:

  • Bachelor's degree in related field or equivalent experience.
  • Minimum of 1 year of Workforce Management experience in a multi-channel call center environment and in trend analysis.
  • Spreadsheets with intermediate formula application (e.g. Excel) experience are required
  • Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software.
  • Preferred experience with Workforce Management software (e.g. NICE IEX) and CRM System (Salesforce).

Why work for us?
The work you do at McGraw Hill will be work that matters. We are collectively designing content that will build the future of education. Play your part and experience a sense of fulfilment that will inspire you to even greater heights.

If you are curious, open to new ideas and ready to make a difference, we want to talk to you.

McGraw Hill recruiters always use a "" email address or communicate through our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.

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