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Workforce Management Analyst TP

2.0 - 6.0 years

0 Lacs

thane, maharashtra

On-site

As a Workforce Management (WFM) Real-Time Analyst (RTA) at our company, your role is crucial in monitoring and managing real-time workforce metrics to maintain optimal staffing levels and meet operational targets. Your immediate adjustments to schedules, addressing workforce issues, and timely insights will support operational efficiency and service quality. Key Responsibilities: - Continuously monitor real-time data and workforce metrics such as call volumes, service levels, and agent availability. - Track and report on adherence, occupancy, and other performance indicators throughout the day. - Utilize expertise in CMS Avaya, Verint/IEX WFM Tool for effective real-time monitoring. - Make r...

Posted 1 day ago

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