Work force management SME

1 month ago

Hyderabad, India 2coms Full time
Job Description

Role Overview. 
This position is an external and internal facing role responsible for the forecasting and reporting of 
staffing 
impacts that lead to missed SLA. This position forecasts and reports on call volume demand and 
directs the 
scheduling of sufficient staff and training for appropriate skills-based routing based on historical and 
anticipated volume across all clients including long-term, medium term, and short-term forecasting 
and 
scheduling adjustments. Directs the design of automated metric score cards, develops policies that 
impact 
work force positively and works with Performance Management to ensure the communication and 
enforcement of these policies. Analyzes real Sme and historical contact center performance and 
identify 
opportunities to improve performance. Identifies and manages the communication of real time 
volume 
drivers and system outages that impact performance. Forecasts training and recruiter needs to 
Performance 
Management (training) and Recruiter (New Personnel). 
Skills. 
Requires analytical skills, solid mathematics and problem solving backgrounds, proficiency in 
Microsoft Excel, Word, Access, Windows operating systems and BI tools. 
Experience implementing new software / applications useful. 
Solutions-oriented, detail-oriented individual who understands how to effectively manage multiple 
teams in different geographic locations. 
Leader and a motivator, you won’t do all the work yourself, but you should possess the ability to 
bring sometimes competing interests together that best serve our purpose, the clients we serve 
and ultimately their customers. 
Demonstrated strong verbal, written, and presentations skills. 
Demonstrated analytical skills. 
Proactive working style. 
Able to work with minimal supervision 
Proven ability to meet deadlines with accuracy 
Proven ability to mulS-task 
Demonstrated ability to quickly learn new systems and processes. 
Strong documentation skills. 
Detail oriented; accuracy is critical. 
Develop communication plan with stakeholders 
Maintain setup governance structure 
Communicate objectives and operational guiding principles 
Monitors overall WFM performance metrics 
Determine resource needs and participation in staff recruitment process 
Manage Resources and Support Staff 
Provide ongoing day to day leadership 
Address issues and trends participate in risk mitigation plan 
Experience. 
5 to 10 years of WFM experience in all WFM aspects of Forecasting, Capacity Planning, Scheduling, 
Realtime and Performance reporting. 
Well versed with WFM tools. Experience in Tableau, Power BI or any BI tools would be an added 
 

 

 
advantage 
Working Environment. 
Should be open to work in night shifts 100%, Should be open for Work from office. 

RequirementsReal Time Analyst (SME) - Central WFM
Position Purpose
The Workforce Management Real Time Analyst is responsible for monitoring and reporting agent
schedule adherence in real-time using real-time adherence software and ACD real-time displays. They
work closely with Operations, calling out non-adherent events via email so that non-adherent agents can
be directed back toward the phone. Workforce Management Real Time Analyst also monitor agent calling
behaviors in real-time, calling out events such as talk-time or after-call-work time which exceeds defined
thresholds. They watch real-time campaign statistics across various measures such as service level or
staffing interval requirements to ensure we are meeting contractual standards as defined by clients. They
provide real-time feedback to Work Force Management and Operations management on the status of the
campaign. Workforce Management Real Time Analyst’s may also be required to change agent skill
associations on the switch and or provide historical reporting, depending on campaign requirements.
Responsibilities
1. Monitor agent schedule adherence using real-time adherence software and call out non-adherent
events to Operations through Desk Alerts or over the walkie-talkie.
2. Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of
coverage and distribution of up-to-the-minute statistical data about the day.
3. Work closely with Operations Management to assist them in enforcing schedule adherence and
call time threshold guidelines for the campaign.
4. Inform Operations management so decisions can be made regarding OT, VTO, and off-phone
activities with up-to-the-minute daily statistics.
5. Provide historical reporting compilation as required by the campaign.
6. Manage and enter real time exceptions in WFM software.
7. Prepare and send intraday as well as daily, weekly and monthly performance reports and Provide
support in identifying, tracking and reporting system issues/downtime.
8. Track the everyday attendance and provide recommendations for understaffing and overstaffing.
9. Review and analyze call arrival patterns and provide recommendations to improve customer
practice.
Qualifications
1. Minimum two-year experience in a call center environment and familiarity with Workforce
functions required.
2. One-year prior experience working with workforce management technologies preferred.
3. One year using one of the following systems: Impact 360 or any other WFM tool.
4. Experience with call center reporting and metrics preferred.
5. Proficiency in Microsoft Office Applications including Word and Excel, Google Sheets, Google
Studio and other relevant software required.
6. Graduate/ B Degree.
7. Strong Analytical Skills required to critically assess situations and make decisions in real time.
8. Excellent problem solving and decision-making skills.
9. Ability to operate effectively in a team environment.
10. Excellent oral and written communication skills and interpersonal skills.

Requirements
Mortgage

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