WFM Real Time Analyst I

Overview

The WFM Real Time Analyst I oversees operational support aspects of the contact center, including workforce planning, training implementation, quality issues and support systems.

What you'll do

• Facilitate and monitor workforce planning issues, including staffing, scheduling and forecasting systems, and policy and procedure.
• Monitor the implementation and execution of training programs across the contact center.
• Oversee contact center quality issues and support systems implementation and management.
• Support multiple contact centers.
• Execute established standards independently within set frames and follow a set course.
• Develop knowledge, share best practices and develop relevant and appropriate solutions.
• Continuously improve day-to-day activities and processes.
• Lead more junior co-workers formally and set day-to-day operational objectives.

What you'll need

• Knowledge base typically acquired from a professional or university degree.
• Approximately 1-2 years of practical professional experience in a particular area.

Details

• Location: Gurgaon, India.