WFM / RTA / Data Analyst

Urgently Hiring WFM / RTA / Data Analyst Associates

• WORK FROM OFFICE

• NIGHT SHIFT US PROCESS

WFM Associate General Job Responsibilities:

The Workforce Specialist will be responsible for staffing, scheduling and reporting performance.

Job Duties:

•           Create and monitor agent schedules.
•           Provide real-time scheduling and call flow support.
•           Monitor real-time volume and respond to spikes in list or call volumes in relation to staffing levels,  average customer wait time, and call abandon percentages.
•           Respond to periods of low call volume in relation to high agent staffing using agreed upon  measures such as interval exceptions or offline work
•           Provide scheduled reporting, including hourly, daily, weekly, and monthly reporting, to ensure that Operations Management has the information necessary to make the appropriate business  decisions regarding staffing, training, etc.
•           Load daily dialer list and ensure agreed upon dialer strategies are implemented.
•           Produce on-demand reports as needed and assigned by workforce management lead and/or  supervisor.

Skills and Qualifications:

•           2 years of work experience in contact center workforce management. Strong knowledge of workforce management tools and the ability to maintain them. (Minimum  2 years work experience)
•           Intermediate level of experience with Google Sheets and MS Excel (i.e. creating spreadsheets, v lookups, pivot tables, etc.)

• WORK FROM OFFICE

• NIGHT SHIFT US PROCESS

Interested candidates can Email CV at [email removed]

Or can WhatsApp CV on [phone removed]

Or Call [phone removed] for Interview