Analyst Intraday Optimization

Overview

Intraday Optimization Analyst supporting the Bangalore teams to maintain optimal productivity and acting as a liaison between Workforce Management and the businesses.

What you'll do

• Update schedules for the Bangalore back-office team.
• Ensure requests for planned absences and updates resulting from unplanned absences (e.g., sick leave, rescheduled training) are processed.
• When staffed during business hours, update an employee's status or role.
• When staffed during business hours, support the queue through collaboration with workforce/ops.
• When staffed during business hours, monitor the email inbox.
• Produce ad hoc reporting.
• Monitor system issues that would impact the Bangalore office's productivity.
• Perform root cause analysis on productivity gaps.
• Collaborate with stakeholders and create solutions to close productivity gaps.

What you'll need

• Bachelor's degree.
• 2-5 years of Workforce Management experience in a similar role.
• Workforce Management experience with next generation WFO and telephony software with a focus on real time adherence, same day scheduling and skilling adjustments, and profile maintenance (examples include Verint, Calabrio, Genesys, Cisco, Amazon, Five9).

Nice to have

• Additional certifications or specializations in relevant areas.

Details

• Location: Bangalore, Karnataka, India.