WFM Real Time Analyst

Roles and Responsibilities :

• Monitor and analyze real-time workforce data to optimize staffing levels, reduce costs, and improve customer satisfaction.
• Collaborate with team members to identify trends, resolve issues, and implement process improvements.
• Develop and maintain reports using IEX tools to track key performance indicators (KPIs) such as on-time performance, productivity, and quality metrics.
• Provide exceptional customer service by responding promptly to client inquiries and resolving any concerns related to workforce management.

Job Requirements :

• 2-7 years of experience in a similar role within the BPO/Call Centre industry.
• Strong understanding of IEX systems for real-time analysis of workforce data.
• Proficiency in creating complex reports using various reporting tools like RTA.