WFM Real Time Analyst

2 weeks ago

Mohali, Punjab, India Taskus Full time ₹ 6,00,000 - ₹ 18,00,000 per year

Summary: The WFM Real Time Analyst is responsible for the real-time monitoring and management of call center operations to ensure service level objectives and key performance indicators (KPIs) are consistently met. This role is crucial for optimizing workforce efficiency, identifying and addressing intraday performance issues, and making proactive decisions to maintain operational health.

Key Responsibilities:

  • Real-Time Monitoring: Continuously monitor call queues, agent performance (e.g., adherence, availability, occupancy), and system health.
  • Intraday Management: Adjust staffing levels and agent schedules in real-time to account for fluctuations in call volume, unexpected absenteeism, or system issues.
  • Service Level Management: Ensure all queues and channels (voice, email, chat) are meeting their targeted service levels by managing agent activities and reallocating resources as needed.
  • Communication: Act as the central point of contact for operational challenges. Communicate proactively with team leaders, managers, and other departments about potential risks, performance trends, and action plans.
  • Reporting & Analysis: Generate and distribute real-time, daily, and ad-hoc reports on key metrics like service level, average handle time (AHT), and occupancy.
  • Problem-Solving: Identify the root cause of performance deviations and implement solutions, or escalate issues to the appropriate teams (e.g., IT, Ops Leadership).
  • Process Improvement: Contribute to the continuous improvement of WFM processes, tools, and systems.

Skills & Qualifications:

  • Proven experience in a contact center or a WFM-related role.
  • Strong analytical and quantitative skills with the ability to interpret data and make quick, data-driven decisions under pressure.
  • Proficiency with Workforce Management (WFM) software (e.g., NICE IEX, Verint, Aspect, etc.) and call center technology (ACD).
  • Advanced knowledge of Microsoft Excel is often required.
  • Excellent communication skills, both written and verbal, to effectively collaborate with various stakeholders.
  • Detail-oriented with a strong ability to multitask and manage competing priorities in a fast-paced environment.
  • Strong problem-solving skills and a proactive, "can-do" attitude.

  • Associate Process Manager-WFM

    5 days ago

    Mohali, Punjab, India eClerx Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    we are hiring Associate process Manager WFM for Mohali locationShift Timings - Flexible (24*7)Role Overview:Provide leadership and management to program staff and the primary care sector as it relates to workforce development.Contribute strategic development and partnerships relating to workforce developmentProvide leadership for the development of a...

  • Lease Analyst

    1 week ago

    Mohali, Punjab, India Revclerx Pvt Ltd Full time ₹ 2,40,000 - ₹ 6,00,000 per year

    Job Title: Lease Analyst TraineePosition Summary:The Lease Analyst Trainee is responsible for reviewing, analyzing, and managing lease agreements and related documents. This role ensures accurate interpretation and abstraction of lease terms, compliance with contractual obligations, and timely execution of all financial and administrative duties related to...

  • Lease Analyst Trainee

    7 days ago

    Mohali, Punjab, India Revclerx Pvt Ltd Full time ₹ 1,30,000 - ₹ 1,56,000 per year

    Job Title: Lease Analyst TraineePosition Summary:The Lease Analyst is responsible for reviewing, analyzing, and managing lease agreements and related documents. This role ensures accurate interpretation and abstraction of lease terms, compliance with contractual obligations, and timely execution of all financial and administrative duties related to real...

  • Zoho Analyst Intern

    7 days ago

    Mohali, Punjab, India KG CRM SOLUTIONS Full time ₹ 72,000 - ₹ 1,20,000 per year

    Join Us as a Zoho Analyst (Fresher)Kickstart your career with KG CRM Solutions as a Zoho Analyst Intern/Fresher and gain hands-on experience with Zoho CRM & Zoho AnalyticsWhat You'll Do:Learn and work on Zoho CRM & Zoho Analytics projectsHelp prepare reports, dashboards, and insights for clientsSupport workflow automation and basic integrationsCollaborate...

  • Quality Analyst

    2 weeks ago

    Mohali, Punjab, India bCoder Castle Pvt. Ltd. Full time ₹ 9,41,129 per year

    Job SummarybCoder castle pvt. ltd.Address:- F-250, Industrial area, Phase 8B, Sector 74, Mohali Punjab5 days working jobWe are looking for an enthusiastic and detail-oriented Quality Analyst to join our QA team. The ideal candidate will have 6 months of hands-on experience in manual testing, a strong eye for detail, and the ability to ensure product quality...

  • Real Estate

    5 days ago

    Mohali, Punjab, India Cascade Buildtech Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    Job Opening: Real Estate Sales Manager – KuraliLocation:Kurali, PunjabPosition:Sales Manager – Real EstateSalary:Starting from₹7 LPA+ IncentivesFull-Time | Immediate Joiners PreferredAbout the Role:We're hiring a dynamic and result-drivenSales Managerto lead our real estate sales operations inKurali. The ideal candidate will have astrong CP (Channel...

  • Real Estate

    2 weeks ago

    Mohali, Punjab, India Algoson Software Full time ₹ 1,80,000 - ₹ 6,00,000 per year

    We are looking for a salesperson specialised in real estate.The main role is to close property sale purchase deals between 2 parties.Must have worked with builders or investors.We have an online tool for property dealing named Please check before applying.Job Type: Full-timePay: ₹15, ₹50,000.00 per monthBenefits:Health insuranceExperience:total work: 2...

  • Data Analyst

    4 days ago

    Mohali, Punjab, India leom venture Full time ₹ 1,80,000 - ₹ 5,40,000 per year

    Job Title: MIS Executive / Data AnalystLocation: Zirakpur, ChandigarhExperience: Minimum 1–2 YearsSalary: Depends on ExperienceAbout the Role:We are seeking a detail-oriented and analytical MIS Executive / Data Analyst to manage and optimize our data and reporting functions. The candidate will be responsible for converting raw operational data into...

  • Customer Relationship Manager

    2 weeks ago

    Mohali, Punjab, India Chandigarh Royal Real Estate Full time ₹ 3,60,000 - ₹ 4,20,000 per year

    Company DescriptionCHANDIGARH ROYAL REAL ESTATE PRIVATE LIMITED is a real estate company based out of SCO 1-2, Second floor, HLP Galleria, Sector 62, Sahibzada Ajit Singh Nagar, India. The company specializes in various real estate services and solutions, catering to the needs of diverse clients in the region. With a focus on delivering high-quality real...

  • Real Estate Salesperson

    1 week ago

    Mohali, Punjab, India Property Mart Full time ₹ 3,84,000 - ₹ 4,80,000 per year

    Key Responsibilities:Assist clients in buying, selling, and renting properties.Generate leads throughonline marketing, networking, referrals, and cold calling.Conduct property showings, open houses, and market evaluations.Prepare and present offers to clients and negotiate contracts.Should have and maintain knowledge of local real estate market trends and...