Analyst - WFM

As a Workforce Management (WFM) Analyst at Etraveli Group, your role will involve monitoring queue level performance, driving real-time management performance, and skilling changes for contact centers and vendors. You will be responsible for approving real-time schedule exceptions, conducting root cause analysis, and recommending overtime requirements. Your communication skills will be crucial in facilitating cross-geographic interactions, and your proficiency in MS Office applications and WFM tools will be essential for this role. Key Responsibilities: - Monitor queue level performance and report any significant variations from volume forecast to Operations and WFM leadership - Drive real-time management performance for contact centers and Vendors - Monitor, track, communicate, and document real-time floor activities - Approve and plot real-time schedule exceptions, create accurate intraday reports, and recommend overtime requirements - Conduct root cause analysis, provide operational actions, and publish intraday reports - Provide ad-hoc data and analysis requests, work extensively on worksheets, and develop contingency plans for unexpected events Qualifications Required: - Minimum 1.5 years of experience as a Workforce Management (WFM) Analyst - Excellent written and verbal communication skills - Strong interpersonal skills for cross-geographic interaction - Proficiency in MS Office applications (MS-Word, Excel) & Google Sheets - Good analytical skills and knowledge of WFM tools, experience with Genesys Purecloud is a plus - Possess good business acumen - Education Qualification: Graduate in any stream Join Etraveli Group to be part of a diverse team of passionate professionals and contribute to making the world smaller for customers and bigger for our people.,