WFM RTA//Real Time Analyst//International BPO

MNC in BANGALORE
Hiring for WFM RTA
CTC UPTO 5.5LPA
Require 2+ Years Experience in WFM RTA
Require Excellent Communication Skills
Role and Key Responsibilities:
The Lead WFM Analyst will act as a liaison between the Centralized and Site WFM teams.
· The Lead WFM Analyst is responsible for team project organization, and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communications between centralized and site teams, and leadership.
· Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
· Preparing of schedules using Erlang for different queues across multiple locations
· Resolve escalated issues and requests from site management
· Root cause analysis of SLA deviations, action plan development and resolution
· Monitor real-time queue, schedule adherence & attendance.
· Key daily exception requests and update schedules
· Cross-train with Scheduling Analyst
· Optimize breaks the day of or day before the actual schedule
· Schedule ADHOC intra-day training requests and update schedules
· Produce and analyze daily efficiency reports (representative availability, access level etc.)
· Attend centralized and/or site management meeting, as required
Key Skills and knowledge:
Required good communication skill.
· Required good knowledge of MS Excel & Power point.
· Proficiency with computers
· Willing to work 24*7
· Candidate with Scheduling & Forecasting skill will be preferred.
· Ability to handle pressure situations
· Drive for self-learning and knowledge enhancement
Experience
Contact Centre Workforce Management experience
Ability to simplify complex operations into repeatable processes
Comfortable in fast-paced environment
Ability to make decision in time sensitive ambiguous situations
Educational qualification:
Graduate in any discipline
Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123