Workforce Senior Specialist II (Real-Time Adherence) - Mumbai
Workforce Senior Specialist II (Real-Time Adherence) - Mumbai
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Job Description
Are you ready to join the team that is responsible for identifying the needs of callcenter lines of businesses and optimizing service levels in realtime Our team is a highlycollaborative inclusive environment where we value relationshipbuilding strategic thinking and solutionoriented members.
As a Workforce Senior Specialist II on the RealTime Adherence team within Workforce Planning you will be responsible for the realtime monitoring and daytoday service levels for multiple lines of businesses under Consumer & Community Banking.
Job Responsibilities:
- Entering and reporting schedule and exception activity providing management with performance reports relating to forecasting scheduling service level and specialist performance while using eWorkforce Management (eWFM) Real Time Adherence (RTA) and/or other various software applications to perform duties. Real time monitoring of service level.
- Identify need to increase or decrease offphone time and employee movement in order to optimize service levels communicate changes to call center management and then implement changes as required
- Plan and influence the participation of all offphone activities for specialist meetings coaching and department initiatives.
- Maintain real time schedules and complete real time analysis
- Faciliate daily status calls with the business
- Supports business with Tier 1 troubleshooting for business interruption and escalation as appropriate
Required Qualifications Capabilities and Skills:
- 2 years experience in Workforce as an Real Time Analyst.
- Advanced knowledge of Call Center Operations Contact Center Metrics and Workforce Planning practices
- Excellent written and oral communication skills
- Strength in quantitative analysis critical thinking problem solving and innovation
- Highly detail oriented ability to work on multiple projects/tasks simultaneously manage time and prioritize to complete a project/task
- Must be flexible with work schedule to accommodate business needs
- Comfortable with a fluid business environment changing job priorities and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
- High proficiency in Microsoft Office products (Excel Word PowerPoint etc.)
Preferred Qualifications Capabilities and Skills:
- Proficiency with eWFM scheduling software and/or WFO
- Experience with Automatic Call Distribution (ACD) and/or Call Management System (RTP/Pulse) systems and reports
- College degree or similar work experience preferred.
- Preferred skills like VBA Macro Tableau & Alteryx.
Required Experience:
Senior IC
Employment Type
Full-Time
