Work force management SME

1 month ago

Hyderabad, India 2coms Full time


RoleOverview.
Thisposition is an external and internal facing role responsible forthe forecasting and reporting of
staffing
impactsthat lead to missed SLA. This position forecasts and reports oncall volume demand and
directsthe
schedulingof sufficient staff and training for appropriate skillsbasedrouting based on historical and
anticipatedvolume across all clients including longterm medium term andshortterm forecasting
and
schedulingadjustments. Directs the design of automated metric score cardsdevelops policies that
impact
workforce positively and works with Performance Management to ensurethe communication and
enforcementof these policies. Analyzes realSme andhistorical contact center performance and
identify
opportunitiesto improve performance. Identifies and manages the communication ofreal time
volume
driversand system outages that impact performance. Forecasts training andrecruiter needs to
Performance
Management(training) and Recruiter (New Personnel).
Skills.
Requiresanalytical skills solid mathematics and problem solving backgroundsproficiency in
MicrosoftExcel Word Access Windows operating systems and BItools.
Experienceimplementing new software / applicationsuseful.
Solutionsorienteddetailoriented individual who understands how to effectively managemultiple
teamsin different geographic locations.
Leaderand a motivator you won t do all the work yourself but you shouldpossess the ability to
bringsometimes competing interests together that best serve our purposethe clients we serve
andultimately their customers.
Demonstratedstrong verbal written and presentationsskills.
Demonstratedanalytical skills.
Proactiveworking style.
Ableto work with minimal supervision
Provenability to meet deadlines with accuracy
Provenability tomulStask
Demonstratedability to quickly learn new systems andprocesses.
Strongdocumentation skills.
Detailoriented; accuracy is critical.
Developcommunication plan with stakeholders
Maintainsetup governance structure
Communicateobjectives and operational guidingprinciples
Monitorsoverall WFM performance metrics
Determineresource needs and participation in staff recruitmentprocess
ManageResources and Support Staff
Provideongoing day to day leadership
Addressissues and trends participate in risk mitigationplan
Experience.
5to 10 years of WFM experience in all WFM aspects ofForecastingCapacity Planning Scheduling
Realtimeand Performancereporting.
Wellversed with WFM tools. Experience in Tableau Power BI or any BItools would be an added

advantage
WorkingEnvironment.
Shouldbe open to work in nightshifts 100%Should be open for Work from office.

RequirementsRealTime Analyst (SME) CentralWFM
PositionPurpose
The Workforce ManagementReal Time Analyst is responsible for monitoring and reportingagent
schedule adherence inrealtime using realtime adherence software and ACD realtimedisplays. They
work closely withOperations calling out nonadherent events via email so thatnonadherent agents can
be directedback toward the phone. Workforce Management Real Time Analyst alsomonitor agent calling
behaviors inrealtime calling out events such as talktime or aftercallwork timewhich exceeds defined
thresholds.They watch realtime campaign statistics across various measuressuch as service level or
staffinginterval requirements to ensure we are meeting contractualstandards as defined by clients.They
provide realtime feedback toWork Force Management and Operations management on the status ofthe
campaign. Workforce ManagementReal Time Analyst s may also be required to change agentskill
associations on the switchand or provide historical reporting depending on campaignrequirements.
Responsibilities
1.Monitor agent schedule adherence using realtime adherence softwareand call out nonadherent
events toOperations through Desk Alerts or over thewalkietalkie.
2. Coordinate withWFM and other Traffic Analysts on the same campaign to ensurecontinuity of
coverage anddistribution of uptotheminute statistical data about theday.
3. Work closely withOperations Management to assist them in enforcing scheduleadherence and
call time thresholdguidelines for the campaign.
4.Inform Operations management so decisions can be made regarding OTVTO and offphone
activities withuptotheminute daily statistics.
5.Provide historical reporting compilation as required by thecampaign.
6. Manage and enter realtime exceptions in WFMsoftware.
7. Prepare and sendintraday as well as daily weekly and monthly performance reportsand Provide
support in identifyingtracking and reporting systemissues/downtime.
8. Track theeveryday attendance and provide recommendations for understaffingand overstaffing.
9. Review andanalyze call arrival patterns and provide recommendations toimprovecustomer
practice.
Qualifications
1.Minimum twoyear experience in a call center environment andfamiliarity withWorkforce
functionsrequired.
2. Oneyear priorexperience working with workforce management technologiespreferred.
3. One year using oneof the following systems: Impact 360 or any other WFMtool.
4. Experience with callcenter reporting and metricspreferred.
5. Proficiency inMicrosoft Office Applications including Word and Excel GoogleSheets Google
Studio and otherrelevant software required.
6.Graduate/ B Degree.
7. StrongAnalytical Skills required to critically assess situations and makedecisions in real time.
8.Excellent problem solving and decisionmakingskills.
9. Ability to operateeffectively in a teamenvironment.
10. Excellent oraland written communication skills and interpersonalskills.

Mortgage

Education

Any

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