Workforce Management Analyst

Hi All,

We are hiring for Real Time Analyst role | Gurugram

Work Mode: 5 days work from Office Shift: 24*7Rotational shift

Work Location: Gurugram

Experience: At least 1+ Year of experience in Real-Time Analyst.

Role & responsibilities Please find below mentioned Job description. Job Summary: The Workforce Management (WFM) Real-Time Analyst (RTA) is responsible for monitoring and managing real-time workforce metrics to ensure optimal staffing levels and adherence to operational targets. This role involves making immediate adjustments to schedules, addressing workforce issues as they arise, and providing timely insights to support operational efficiency and service quality.Key Responsibilities:1. Real-Time Monitoring:Continuously monitor real-time data and workforce metrics, including call volumes, service levels, and agent availability.Track and report on adherence, occupancy, and other performance indicators throughout the day.Expertise in CMS Avaya, Verint/IEX WFM Tool2. Schedule Adjustments:Make real-time adjustments to staffing schedules based on current demand, including shift changes, break adjustments, and emergency coverage.Communicate schedule changes and adjustments to relevant team members and departments.

Please feel free to contact on 8800933907 and [Confidential Information]

Thanks & Regards,

Sohail Khan

Talent Acquisition | Teleperformance.

M +91 8800933907I [HIDDEN TEXT]