WFM Real Time Analyst I

Overview

Oversee workforce management and operational support activities for a contact center, including staffing, scheduling, forecasting, quality support, and process improvement.

What you'll do

• Oversee contact center operational support activities.
• Monitor staffing, scheduling, and forecasting systems.
• Facilitate workforce planning issues and related procedures.
• Monitor the implementation and execution of training programs.
• Oversee contact center quality issues and support-system implementation.
• Improve day-to-day activities and processes.
• Set operational objectives for junior team members when required.

What you'll need

• Approximately 1–2 years of practical professional experience.
• Knowledge typically acquired through a professional or university degree.
• Knowledge of workforce planning activities.
• Ability to work independently within established frameworks.
• Ability to develop solutions and share best practices.

Details

• Location: Navi Mumbai, Maharashtra, India.