WFM RTA//Real Time Analyst//International BPO

MNC in Gurgaon

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 [Confidential Information] or call at 8467054123