Analyst - WFM ( Real Time Analyst )
Etraveli Group · Mumbai · onsite · Posted 30d ago
Undisclosed8–13 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Duties Responsibilities:
Monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership
Drive real time management performance for In-house contact centers and Vendors.
Drive skilling and priority changes for In-house contact centers and Vendors.
Would constantly monitor, track, communicate and document real time floor activities in terms of adherence to defined processes.
Responsible for approving and plotting real- time schedule exceptions, and in creating accurate, timely, and relevant intraday reports.
Simulating different scenarios, developing contingency plans for unexpected events and invoking those plans when required.
Ability to conduct root cause analysis and provide operational actions.
Publish intraday reports and attendance at regular intervals.
Publish intraday reports and attendance at regular intervals.
Recommend overtime requirements.
Provide ad-hoc data and analysis requests and regular reporting.
Work extensively on worksheets.
Requirements
Minimum 4+ plus years of experience as a Workforce Management (WFM) Analyst
Excellent written and verbal communication.
Strong interpersonal skills to facilitate cross geographic interaction.
Proficient in using MS Office applications (MS-word, Excel) Google Sheets.
Good analytical skills.
Good analytical skills.
Knowledge of WFM tools required. Experience of working on Genesys Purecloud will be an added benefit.
Possesses good business acumen
Education Qualification: Graduate in any stream
#LI-Onsite #LI-SR1
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Diversity disclaimer
At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds.
During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.
Customer Service Mumbai
Analyst - WFM (Real Time Analyst)
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Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer Serviceanalytical thinkingms office applicationsWorkforce ManagementRoot Cause AnalysisGoogle Sheetstime managementoperationsAht
About Etraveli Group
Etraveli Group
Internet
154
employees
Mumbai, Maharashtra
India
₹8.8L PA avg
Avg at Etraveli Group
About
Etraveli Group is a global flight-tech leader connecting millions of travelers with seamless, affordable flight solutions through its diverse travel brands, fintech products and worldwide operations.
Industries
Internet
Employee ratings
10 reviews
2.8/ 5
Culture
2.8
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