01Responsibilities
- Monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership.
- Drive real time management performance for In-house contact centers and Vendors.
- Drive skilling and priority changes for In-house contact centers and Vendors.
- Would constantly monitor, track, communicate and document real time floor activities in terms of adherence to defined processes.
- Responsible for approving and plotting real- time schedule exceptions, and in creating accurate, timely, and relevant intraday reports.
- Simulating different scenarios, developing contingency plans for unexpected events and invoking those plans when required.
- Ability to conduct root cause analysis and provide operational actions.
- Publish intraday reports and attendance at regular intervals.
- Recommend overtime requirements.
- Provide ad-hoc data and analysis requests and regular reporting.
- Work extensively on worksheets.
Requirment
- Minimum 1.5 years of experience as a Workforce Management (WFM) Analyst
- Excellent written and verbal communication.
- Strong interpersonal skills to facilitate cross geographic interaction.
- Proficient in using MS Office applications (MS-word, Excel) & Google Sheets.
- Good analytical skills.
- Knowledge of WFM tools required. Experience of working on Genesys Purecloud will be an added benefit.
- Possesses positive business acumen
- Education Qualification: Graduate in any stream
Diversity disclaimer
At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation. .
