Workforce Management (Real Time Analyst) Gainwell Technologies

5.0 - 8.0 years

5 - 15 Lacs

bengaluru

Remote

Summary A WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met. This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day based on live data; their key responsibilities include analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via Teams chats with functional areas. Your Role in Our Mission Real-time monitoring - Continuously monitor call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to ...

Posted 1 month ago

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Real Time Analyst Fusion CX

2.0 - 6.0 years

0 Lacs

kolkata, west bengal

On-site

This is a full-time on-site role for a Real Time Analyst located in Kolkata. As a Real Time Analyst, you will be responsible for monitoring real-time data and workforce performance to ensure efficient workforce management and planning. Utilizing WFM tools, you will provide analytical insights that contribute to optimizing operations and improving service levels. Effective communication with different teams is essential in this role to streamline operations and enhance overall performance. You should possess strong analytical skills and proficiency in analyzing real-time data. A good understanding of reporting and proficiency in queue & break management are required for this role. Effective c...

Posted 3 months ago

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