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