WFM - Hyderabad

Real Time Analyst (SPE/SME) Central Workforce Management

Job Summary

The Real Time Analyst for Workforce Management is accountable for the realtime monitoring and reporting of agent schedule adherence utilizing realtime adherence software and ACD realtime displays. This role involves close collaboration with Operations to identify nonadherent events and ensure agents are redirected back to their tasks. Additionally the Real Time Analyst monitors agent calling behaviors in real time and provides feedback to Workforce Management and Operations management on campaign status. Depending on campaign requirements this role may also involve adjusting agent skill associations on the switch and providing historical reporting.

Key Responsibilities

1. Monitor agent schedule adherence using realtime adherence software and communicate nonadherent events to Operations through Desk Alerts or walkietalkie.
   
2. Coordinate with Workforce Management and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of uptotheminute statistical data.
   
3. Collaborate with Operations Management to enforce schedule adherence and call time threshold guidelines for the campaign.
   
4. Provide uptotheminute daily statistics to inform Operations management for decisions regarding OT VTO and offphone activities.
   
5. Compile historical reporting as required by the campaign.
   
6. Manage and enter realtime exceptions in Workforce Management software.
   

Qualifications

• At least two years of experience in a call center environment and familiarity with Workforce functions required.
  
• Previous experience working with workforce management technologies for at least one year preferred.
  
• One year of experience using Impact 360 or any other Workforce Management tool.
  
• Experience with call center reporting and metrics preferred.
  
• Strong analytical skills required to critically assess situations and make decisions in real time.
  

Requirements

Requirements:

• Strong analytical skills
  
• Minimum of two years of experience in a call center environment
  
• Familiarity with workforce functions
  
• Experience using Impact 360 or any other workforce management tool
  

"Domain: ITES/BPO, KPO Designation: Subject Matter Expert, WFM-MIS Educational Background: Minimum qualification is any graduate Experience: 3-4 years in work experience in BPO/ITES Shifts: US Based Shift/ Flexibility to work across shifts Work location: Gurgaon, Hyderabad, Pune, Mumbai, Kolkata Travel: Not required Certification: Power BI Data Analyst Associate preferred Language : English Excellent communication skills (written and verbal) Ability to communicate correctly and clearly with all customers Excellent documentation skills Good comprehension skills ability to clearly understand and state the issues customers present Ability to concentrate & follow customers issues without distraction to resolution Good composition skills ability to compose a grammatically correct, concise, and accurate written response Work successfully in a team environment as well as independently Ability to use a desktop computer system Familiarity with Windows, Microsoft Office (Outlook/PowerPoint & Excel) Microsoft Power Bi development skill is a must Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment Demonstrates ownership to resolve challenging customer issues, escalating when necessary Flexible with the working schedule; may be expected to work weekends, holidays and events Ability to work overtime as required by business Ability to approach problems logically and rationally Action oriented and self-disciplined Organized and detail-oriented Resolving Technical complex queries , Detect and track App defects and inconsistencies, Drive continuous improvement through root cause identification and defect elimination

Education

ANY GRADUATE