WFM Analyst
WFM Analyst
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
At Carlson Wagonlit Travel (CWT) we have a unique and compelling culture as an employer defined by our people and supported by our Core Values. Our employees feel a genuine respect for one another act with uncompromising integrity and feel proud of our global market leadership. They value working together embrace opportunities for continuous learning and have an intense desire to serve customers.
Carlson Wagonlit Travel is looking for talented and enthusiastic people. People who want to realize their professional ambitions while delivering the highest levels of expertise and service to our customers. As a global leader in business travel management we offer exciting opportunities in different areas around the world. If you share our commitment to excellence and customer care and enjoy professional challenges we would like to hear from you.
Learn about us and start your journey. Please visit
Position Responsibilities:
- Capacity Planning
- Seats Utilization
- Provides telephone reports on call history and agent/team performance to Operations Manager and Call Centre Manager
- Weekly/Monthly/Annual Review
- Payout/Incentive/Night Shift Allowance
- Project annual leave requirements for each account group/team to include annual leave bidding and scheduling. Manages annual leave schedule to
- maximize handling of annual leave requests while minimizing impact on call servicing.
- Provide real time management to ensure full optimizations of resources for respective clients
- Develop work schedules and administers shift bids for all work groups
- Effectively maintains work force management system; monitors and analyses statistics
- Provide regular call arrival projections for all accounts and applications on a daily and weekly basis; reviews and recommends to managers shift and schedule changes based on long short and near term call projections.
- Develop optimized staffing plans based on projected calls in coordination with Operations Managers
- Reconcile projected staffing with daily attendance leaves and late arrivals to communicate to Operations Managers for action as required.
- Prepare projected staff requirements for replacement staff and new accounts for submission to managers supervisors and HR
- Monitoring Link Outage / System Downtime and liaison with IT
- Produce periodic reports on schedule performance as requested by management
- Act as contact for the system vendor on troubleshooting maintenance of the software and other systems issues
- Administer all staff leave of absences in coordination with managers and supervisors
- Conduct call pattern forecasting activities
- Meet or exceed established goals and objectives
- Should have minimum 2 Years of experience into Management information system & Work force management
- Should be open to work for 24*7 shifts
Required Experience:
IC
Employment Type
Full Time
