WFM Real Time Analyst I

Overview

WFM Real Time Analyst I oversees operational support aspects of a contact center, including workforce planning, scheduling, forecasting systems, training monitoring, and quality systems.

What you'll do

• Oversee and take full responsibility for operational support aspects of the contact center.
• Facilitate and monitor workforce planning issues including staffing, scheduling, and forecasting systems and policies.
• Monitor the implementation and execution of training programs across the contact center.
• Oversee contact center quality issues and quality/support system implementation and management.
• Work independently within set frames and follow set course.
• Continuously improve day-to-day activities and processes; may set day-to-day operational objectives for junior coworkers.

What you'll need

• Knowledge typically acquired from a professional or university degree.
• Approximately 1-2 years of practical professional experience in a particular area.
• Be fully proficient in executing established standards.
• Develop own knowledge, share best practices, and develop relevant solutions.
• May act as a formal team leader of more junior coworkers.

Details

• Location: DIBS DLF Cybercity Hyderabad IBU.
• May be responsible for multiple contact centers.