Workforce Services Senior Analyst-Messaging

Skill required: Workforce Dialer - Workforce Management (WFM)

Designation: Workforce Services Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years

Language - Ability:English(International) - Expert

What would you do "The requirement is where Real-time management involves actively monitoring and adjusting the flow of calls and agent activities throughout the day to ensure service levels are met. This includes responding to unexpected changes in call volume, agent availability, and other factors that can impact performance. By using real-time data, the team can make immediate decisions to reallocate resources, address issues via incident and IVR management, and optimize the customer experience across care and retail.
Planning, on the other hand, focuses on forecasting and preparing for future needs. This involves analysing historical data to predict call volumes, scheduling agents accordingly, and ensuring that the contact centre is adequately staffed to handle expected demand. Effective planning helps in minimizing costs, reducing idle time, and improving overall efficiency. It al
RTA Planning Analyst managing real-time operations and forecasting contact volumes.

An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.

What are we looking for

Strong analytical skills

Workforce planning knowledge

Decision-making capability

Experience in workforce planning or contact centre analytics

Roles and Responsibilities:

Monitor intraday performance

Adjust staffing allocations

Forecast call volumes

Optimise scheduling

Qualification Any Graduation