Analyst, WFM Real Time Management

Overview

Analyst, WFM Real Time Management responsible for real-time monitoring and staffing adjustments across contact centre sites.

What you'll do

• Monitor intraday service levels for all queues for all sites through the operating window (anytime 24/7/365).
• Monitor real-time associate performance from all teams at all sites.
• Manage real-time updates on service levels, contact data and other KPIs.
• Drive real-time impacts to staffing for internal and outsourced teams versus requirements and metric goals.
• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team.
• Communicate in real time with the WFM team and operations when call outs or changes are needed (agent states, queue conditions, weather).
• Support changes within routing profiles to move associates as needed.
• Update and send reports on site performance, including shrinkage, occupancy, other KPIs and NPT usage.
• Build and maintain strong relationships with key stakeholders from all sites to meet shared objectives.
• Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders.
• Review and process VTO/PTO/OT/non-production time requests in real time.
• Provide assistance to other WFM teams as needed.

What you'll need

• Graduate with 3+ years contact centre experience and good communication skills.
• 2+ years' workforce experience (RTA or greater).
• MS Excel knowledge is required.
• MS Office (PowerPoint, Word, Access, Outlook, etc.).
• InContact/Oracle ACD and other ACD platforms supporting multi-channel environments (voice/chat/email/SMS).
• Basic knowledge of the call centre industry.
• Basic understanding of the financial impact of decisions made within the command center (system downtime, overtime, home early, utilization, percent answered, etc.).
• Strong oral and written communication skills.
• Ability to multi-task, prioritize, and meet deliverable timelines.
• Self-starter with a sense of urgency who works well under pressure.
• High attention to detail, professionalism and ability to develop relationships.

Nice to have

• Knowledge of IEX, Avaya and other workforce scheduling tools (admin, setup, use, updates, edits, reporting).
• Knowledge of ACD and call centre workforce applications.

Details

• Location: IND Gurgaon - Bld 14 IT SEZ Unit 1, 5th, 6th and 17th Flr.
• Employment type: Full time.