113 Iex Jobs - Page 3

Required 3 to 4 Years Experience in WFM/RTA Skills- WFM/Real time analysis/Capacity Planning/Scheduling/Shrinkage/Occupancy CTC- 6 LPA Mangalore WFO Night shifts Only graduates 5 Days working International Bpo Exp required Contact-9509529566 (Neha)

The Real-Time Analyst (RTA) plays a critical role in ensuring operational efficiency and service delivery performance by actively monitoring, analyzing, and managing real-time activities across multiple queues. This role serves as the first line of defense to ensure service levels and performance metrics are achieved, while supporting operations with timely and accurate reporting, issue escalation, and actionable insights. Key Responsibilities: A. Real-Time Monitoring & Queue Management Monitor real-time call, chat, or case queues to ensure service level goals are met consistently. Track and manage agent availability, idle time, and adherence in alignment with intraday staffing plans. Respond to spikes in volume or unexpected events (e.g., call surges, outages, high absenteeism) by adjusting break schedules and recommending intraday actions. Manage agent skill assignments in systems like Avaya/CMS and adjust as needed based on traffic patterns. Conduct pre-shift test calls and validate system readiness at the start of the day. Manage pre- and post-shift overtime to control people costs without compromising service levels. Raise red flags or risk alerts to operations for potential staffing imbalances. B. Reporting & Analytics Generate and publish real-time and intraday reports covering key metrics such as volume, AHT, SL, staffing, and abandon rates. Produce End-of-Day (EOD) and daily performance summaries for operational review. Track historical performance trends and provide actionable insights for continuous improvement. Publish agent adherence and schedule compliance reports, and highlight anomalies or patterns. Maintain audit trails, issue logs, and action trackers to ensure transparency and accountability. Conduct regular skill audits to verify the accuracy of agent assignments to queues/LOBs. C. Coordination & Stakeholder Engagement Collaborate with WFM scheduling teams for intraday staffing adjustments or shift/break reschedules. Interface with operations leads, IT teams, and client representatives to coordinate responses to system issues or performance challenges. Attend regular operations, WFM, and client meetings to provide updates and align on goals. Ensure accurate absenteeism reporting by monitoring sick line and validating absence data. Provide proactive recommendations based on real-time insights, such as cross-skilling needs, overflow planning, or LOB-specific focus areas. Support outage management protocols by coordinating communication and resolution steps. D. Process Improvement & Support Help develop and refine operational playbooks, SOPs, and escalation matrices for real-time management. Support the design and implementation of new reporting templates or dashboards. Contribute to business continuity planning (BCP) by maintaining flexible real-time coverage models. Assist in training new RTAs or operational partners on real-time processes and tools. Preferred Skills & Qualifications: 23 years of experience in WFM real-time monitoring or contact center operations. Any graduation and above Strong analytical skills with proficiency in MS Excel, WFM tools (e.g., NICE IEX, Aspect, Verint), and ACD systems like Avaya/CMS. Excellent communication skills, both written and verbal. Ability to work under pressure, prioritize multiple tasks, and manage time effectively. Flexible to work across time zones, based on the program’s Hours of Operation. Knowledge of SLA, AHT, adherence, occupancy, shrinkage, and other WFM KPIs.

About Airbnb: Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 85,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people. Key Responsibilities: The Senior Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening and weekend availability as business needs arise. Inherent Characteristics Customer Focus : must demonstrate competency in dealing with all levels of stakeholders and building strong relationships with teams/Partners and all organizational customers. Functional/Technical Skills : must possess strong quantitative, analytical and technical aptitude skills Drive for Results : must possess the ability to work under pressure, meet deadlines and be accountable for performance. Time Management : must be able to multitask, be detail oriented and demonstrate strong organizational skills. Interpersonal Savvy : must demonstrate excellent interpersonal skills with all levels of organizational customers and team members. Written Communication : must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers. Problem Solving : must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action. Decision Quality : must possess the ability to work independently, establish priorities and demonstrate good judgment skills. Learning on the Fly : must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value. Dealing with Ambiguity : ability to adapt and excel as a team player in a fast-paced and change-oriented environment. Key Responsibilities: Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation. Analyse capacity plans and undertake appropriate calculations to estimate job requirements , resources and review plans. If required make appropriate adjustments in the event of changes and unforeseen circumstances Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results. Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation. Generates and evaluates staffing schedules, and ensures data updates into the scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis. Compares results to forecast and identify opportunities for improvement. Provide daily/intraday performance reports to leadership and other related duties as assigned. Provide support and guidance to the RTA team on usage of tools (IEX, Genesys, Tableau GCXI etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives. Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following: Workspace : A dedicated, quiet, and private workspace free from interruptions and external noise Internet Connectivity : During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved. Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

SUMMARY Job Description: We are in search of a talented and experienced Capacity Planner to join our team. The ideal candidate will be responsible for workforce management and should possess a solid background in planning, forecasting, and scheduling using standard WFM tools. Key Responsibilities: Execute end-to-end workforce planning, including capacity planning, scheduling, and forecasting for international processes. Monitor and analyze associate-wise AHT (Average Handle Time) on a daily basis. Utilize WFM tools such as Aspect, IEX, or equivalent for staffing, shrinkage, and headcount analysis. Collaborate with operations to ensure alignment between forecasted and actual performance. Produce accurate weekly/monthly capacity reports and offer recommendations. Track key performance indicators (KPIs) including SLA, occupancy, shrinkage, productivity, and attrition. Provide actionable insights to improve operational efficiency and staffing accuracy. Required Skills & Experience: 6 years of experience as a Capacity Planner in an international BPO environment. Proficiency in WFM concepts such as Planning, Scheduling, and Forecasting. Hands-on experience with WFM tools like Aspect, IEX, or similar. Strong analytical, problem-solving, and Excel/reporting skills. Excellent verbal and written communication skills. Ability to thrive in a dynamic and fast-paced environment. Requirements Requirements: Minimum 6 years of experience as a Capacity Planner in an international BPO environment. Proficient in WFM concepts Planning, Scheduling, and Forecasting. Hands-on experience with WFM tools like Aspect, IEX, or similar. Strong analytical, problem-solving, and Excel/reporting skills. Excellent verbal and written communication skills. Ability to work in a dynamic and fast-paced environment.

SUMMARY Job Description We are currently looking for skilled Real Time Analysts (RTA) to be part of our dynamic Workforce Management team. The successful candidate will be tasked with real-time monitoring, reporting, and performance analysis across operations, demonstrating a solid understanding of workforce metrics and operational KPIs. Key Responsibilities Monitoring and ensuring daily attendance; calculating and reporting attendance percentages. Analyzing and reporting on SLA adherence, occupancy, productivity, shrinkage, and attrition. Compiling headcount data across various processes and creating attrition reports. Tracking daily associate-wise AHT (Average Handle Time) and escalating any discrepancies. Generating daily reports such as calls offered, calls answered, and calls abandoned. Assisting in workforce planning and intraday management by monitoring real-time data. Collaborating with operations to guarantee service levels and staffing efficiency are maintained. Required Skills & Qualifications 1 3 years of experience in Real Time Analysis or Workforce Management. Profound understanding of WFM KPIs and formulas (SLA, AHT, Occupancy, Shrinkage, Attrition). Proficiency in MS Excel and reporting tools. Exceptional analytical and communication skills. Capability to thrive in a fast-paced environment and manage multiple tasks concurrently. Requirements Requirements: Bachelor’s degree in Business Administration, Management, or relevant field (preferred). Certification in Workforce Management or related field (a plus).

WFM RTA BANGALORE Minimum 12 Months WFM RTA International BPO Exp Mandatory Required Candidate profile - Atleast 1 year experience as RTA in International process - Tool Knowledge IEX, VERINT, AVAYA,Genesys - Should have good communication in English Immediate Joiners OR Max 1 month notice period candidates can apply CTC Up to 6LPA( Depending Upon Last 25 % - 35 % Hike ) Opportunity to work in a fast-paced, international work environment Willingness to work in rotational shifts and on rotational offs Only Graduates Can Apply NOTE - NOTICE PERIOD OF MORE THAN A MONTH WILL TOTALLY NOT WORK SO APPLY ACCORDINGLY Interested in Joining? Call HR Ankita : +91 8840819455 Email: ankita2.jobfinder@gmail.com Please share this opportunity with friends who are actively looking for jobs!

Role & responsibilities 1. Scheduling : Create and manage employee schedules to ensure optimal coverage and meet service level agreements (SLAs). Adjust schedules as needed based on real-time changes in demand or staffing levels. 2. Data Analysis : Analyze historical data and trends to calculate the call arrival pattern Monitor and analyze performance metrics and key performance indicators (KPIs). Generate and present reports on staffing efficiency, adherence, and other relevant 3. Tools : Knowledge of any WFM tool like: IEX, Verint (Must), etc. Candidate should know Erlang C methodology 4. Communication : •Collaborate with department managers and team leads to understand staffing needs and align schedules accordingly. •Communicate schedule changes and updates to employees and ensure clarity on shift requirements and expectations. 5. Compliance and Accuracy: Ensure adherence to labor laws, company policies, and industry regulations in all scheduling practices. Maintain accuracy in scheduling and reporting to support payroll processing and operational planning

IMMEDIATE JOINERS REQUIRED Location - Kolkata Excellent Comms Shifts - 24*7/Rotational Week offs Job Role: To create reports on a daily weekly and monthly basis to share. Performance of team clusters against the process defined SLAs. Creating new templates and modifying existing ones to simplify data collection from various sources. Collating data received from various sources. Taking care of ad hoc report requests. Take ownership of the accuracy and timeliness of reports that are published Be aware with all relevant policies and procedures related to the process Track all Operations processes relating to SLA adherence. Ensure SLA performance reports are published timely and accurately. Escalate any irregularities in reports in a timely manner. Be aware of and comply with any client and process updates internal external for accurate tracking of performance and data. Address any problems grievances with the Team Leader, Team Coach, Team Manager that may have a bearing on productivity or efficiency. Liaise with other departments both internal and external. Collating data received from various sources. Sharing relevant MIS information with other departments as and when required. Domain / functional expertise areas: Analytical skills Excel skills / Automation (Macro) / MS Access / Basic SQL Power BI will be an advantage Critical competencies for the position: Knowledge of reporting/ data management Good with logical & analytical skills Taking initiatives to streamline processes and focus areas Maintain team engagement Hands on with excel & MS office

IMMEDIATE JOINERS REQUIRED Location - Kolkata Excellent Comms Shifts - 24*7/Rotational Week offs Job Role: To create reports on a daily weekly and monthly basis to share. Performance of team clusters against the process defined SLAs. Creating new templates and modifying existing ones to simplify data collection from various sources. Collating data received from various sources. Taking care of ad hoc report requests. Take ownership of the accuracy and timeliness of reports that are published Be aware with all relevant policies and procedures related to the process Track all Operations processes relating to SLA adherence. Ensure SLA performance reports are published timely and accurately. Escalate any irregularities in reports in a timely manner. Be aware of and comply with any client and process updates internal external for accurate tracking of performance and data. Address any problems grievances with the Team Leader, Team Coach, Team Manager that may have a bearing on productivity or efficiency. Liaise with other departments both internal and external. Collating data received from various sources. Sharing relevant MIS information with other departments as and when required. Domain / functional expertise areas: Analytical skills Excel skills / Automation (Macro) / MS Access / Basic SQL Power BI will be an advantage Critical competencies for the position: Knowledge of reporting/ data management Good with logical & analytical skills Taking initiatives to streamline processes and focus areas Maintain team engagement Hands on with excel & MS office

Candidate should be currently working as an Assistant manager / Team Leader on papers in WFM for a BPO. Qualification - Graduate Work Location - Chennai Shift - US SHifts Immediate Joiners OR Max 1 month notice period candidates can apply Required Candidate profile Call HR Manager Reejo @ 9886360719 for more details.

About the Job Are you looking for an exciting new challenge? InTouchCX is looking for you! As one of the worlds leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry. Were searching for a Real Time Analyst & Real Time Analyst Supervisor to lead our RTA Team as they monitor and make changes to positively affect the performance of our Customer Service Representatives. Were looking for someone with a good understanding of contact center functions including scheduling, call queues and forecasting volumes by half-hour segments. Role & responsibilities: Were looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments. As Real Time Analyst, You Will Evaluate large amounts of data Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members. Adjust staffing and scheduling according to changing needs of the business. Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients. Monitor schedules and escalate issues regarding attendance adherence. Work with team members to ensure they know their statistics related to the schedule As Real Time Analyst, You Have High school diploma or equivalent (required) Some post-secondary or completion of post-secondary schooling (preferred) Good communication skills Advanced knowledge of MS Word and Excel Adaptability to learn a variety of software programs A high level of accuracy with regards to data entry Strong analytical and problem solving skills Willingness to learn and adapt to working in a new environment The ability to multitask and self-manage your work. As Real Time Analyst Supervisor, You Will Communicate data in a clear, concise manner to the RTA Team and Operations Evaluate large amounts of data Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees Motivate the RTA team through relationship building and real-time coaching Develop solutions, strategies and action plans to improve business performance and client-partner success Use critical thinking to investigate and develop solutions to address ad hoc issues As Real Time Analyst Supervisor, You Have Some post-secondary or completion of post-secondary schooling (preferred) 1-2 years experience in the contact center and/or customer service industry Minimum 1 year of experience in a supervisory role Advanced knowledge of MS Word and MS Excel The ability to use spreadsheet applications to maintain and develop operational reporting Exceptional time management, organizational and prioritization skills to complete work in a timely manner The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment Adaptability to learn a variety of software programs Strong analytical and problem solving skills.

About the Job Are you looking for an exciting new challenge? IntouchCX is looking for you! As one of the worlds leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry. We’re searching for a Real Time Analyst Supervisor to lead our RTA Team as they monitor and make changes to positively affect the performance of our Customer Service Representatives. We’re looking for someone with a good understanding of contact center functions including scheduling, call queues and forecasting volumes by half-hour segments. As Real Time Analyst Supervisor, You Will Communicate data in a clear, concise manner to the RTA Team and Operations Evaluate large amounts of data Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees Motivate the RTA team through relationship building and real-time coaching Develop solutions, strategies and action plans to improve business performance and client-partner success Use critical thinking to investigate and develop solutions to address ad hoc issues As Real Time Analyst Supervisor, You Have Some post-secondary or completion of post-secondary schooling (preferred) 1-2 years experience in the contact center and/or customer service industry Minimum 1 year of experience in a supervisory role Advanced knowledge of MS Word and MS Excel The ability to use spreadsheet applications to maintain and develop operational reporting Exceptional time management, organizational and prioritization skills to complete work in a timely manner The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment Adaptability to learn a variety of software programs Strong analytical and problem solving skills Interested and Eligible candidates, please share your CV at abdulmohammed.kaleem@intouchcx.com

More Than 2 years exp into RTA WFM Knowledge of Shrinkage, Attrition, service level calculation, KPI Monitoring, Occupancy calculation. International Process Voice/chat Mandatory from BPO Background Permanent WAHA From Home opportunity Female Candidates Preference

Job Responsibilities (Manager WFM) - Responsible to manage c apacity Planning, Scheduling, Forecasting, Real Time Management, and Reporting To co ordinate with operations and various departments on a regular basis Daily Monitor all required KPIs effectively to ensure they meet their targets Effectively manage outage scenarios Manage ad-hoc requirements from Ops & any other functions Discuss daily / weekly performance with stakeholders Outlier management for all efficiency parameters Analysis Strong Analytical skills Should be able to handle & achieve the departmental requirements Experience in any WFM tools IEX, Avaya, Variant, Blue Pumpkin Maintain data integrity Own the MIS delivery for the account with respect to all aspects of WFM Planning, Scheduling, Forecasting, Real Time Management, Reporting Capacity planning, Forecasting and Scheduling & Accurate and Timely reporting Accurate and Timely reporting Client Management Internal and External Ability to work on data and generate various types dashboards, reports/ad-hoc reports Meeting client requirements within TAT and with accuracy Ability to handle high level data analysis and data Should contribute to the business by proactively providing solutions to pre-empt possible situations which impact performance/ Revenue Required Candidate profile Should have knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting Good communication skills (Role requires interaction with Sr. Leadership and customers) Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports Knowledge of IEX preferable Should have exposure to standard WFM tools Should be sound in his knowledge of IEX Should be able to think on the feet to make decisions related to steps which would impact business Candidate should be ready to work in a 24*7 and rotational shift environment Excellent communication. Designated as Manager (or) equal to it Should be from a BPO Background WFM vertical Perks and Benefits It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds Company Profile : https://www.igtsolutions.com/overview/ Location: Pune Shifts: Rotational Contact Person- NIDHI RASTOGI 8630322833 share CV- nidhi.rastogi@igtsolutions.com

2+ yrs WFM, planning & forecasting; expert in MS Excel (pivot tables, large datasets); 2+ yrs multi-source data analysis; 1+ yr IEX (NICE WFM); skilled in MS Word & PowerPoint. Share resume: shweta@plannedmovz.com | Contact: 9810337650

Contact: Khushi@wissenpro.com | 8712650628 Open Positions: Analyst Planning & Scheduling Sr. Supervisor WFM / RTM / RTA Analyst - Forecasting Sr. Planning Analyst Intraday Supervisor - RTM RTA - Real Time Analyst Supervisor - Planning & Scheduling Requirements: Hands-on with tools: IEX, Alvaria, Aspect, NICE, Avaya, Teleopti, Verint, CMS Expertise in Planning, Forecasting, RTA, Scheduling Excellent communication, Excel, & presentation skills Comfortable with US Shifts Reach out now to apply or refer!

Dear All, Greetings from Rain Cements Ltd (Priya Cement) We have an opening for IEX Officer . Job Location: Corporate Office, Hyderabad Job Description: Rain Cements, a thirty-nine-year-old company headquartered in Hyderabad and known for manufacturing and marketing Priya Cement, is seeking a dynamic and experienced IEX Officer who can take-up purchase of cheapest power from IEX / Renewable Energy / any other source for operation of RCL both Cement Units located in Andhra Pradesh and Telangana. As a full-time role, it focuses on day-to-day purchase of lowest power from various sources as per requirement for operation of our Cement Units Responsibilities Prepare an annual activity plan and present to management concerning financially attractive investments to reduce energy costs. Initiate activities to improve monitoring and process control to reduce energy costs. Prepare information material and conduct internal workshops about the topic for other staff. Develop and manage training programme for energy efficiency at operating levels. Provide support to Accredited Energy Audit Firm retained by the company for the conduct of energy audit Provide information to BEE as demanded in the Act, and with respect to the tasks given by a mandate, and the job description. Report to BEE and State level Designated Agency once a year the information with regard to the energy consumed and action taken on the recommendation of the accredited energy auditor, as per BEE Format Required Candidate profile Bachelor's degree in electrical engineering. MBA Marketing will be added advantage Proven expertise in low-cost power purchase to drive our Cement Units operation at lowest power cost. Coordinate with Production team to understand power requirement on day to day basis Strong negotiation and communication skills Deep understanding of latest Rules in Power Sector and the ability to leverage this knowledge in power purchase activities Familiarity with on-line power trading Capable of effectively managing purchasing low-cost power, achieving and surpassing targets Demonstrated success in low-cost Power Purchase within the Cement manufacturing sector. Develop and maintain strong relationships with Transco Officials and Power Supply Agencies Track and report on power purchase strategy, market conditions regularly Perks and Benefits Emoluments will be at par with the best in Industry. If you would like to explore the opportunity, please revert with your updated resume at the earliest to hrd.ho@priyacement.com . If you have any questions or comments, please do not hesitate to reach us at 040-4040 1234/1271. Required details in CV / Resume are as follows: Current CTC Expected CTC Notice Period at your current job/organization Relevant Experience

Role overview The Workforce Management (WFM) Assistant Manager plays a critical role in ensuring that an organization meets its business objectives through effective forecasting, capacity planning, scheduling, FTE calculation, and stakeholder management. This position demands a combination of analytical proficiency, strategic planning, and superior communication skills to align resources with business requirements. Responsibilities Forecasting Develop and maintain precise forecasting models to predict future demand and capacity requirements. Analyze historical data and market trends to accurately forecast future business needs. Collaborate with various departments to gather inputs and refine forecasts. Capacity Planning Design and implement capacity planning strategies to ensure optimal resource allocation. Monitor and adjust capacity plans in response to evolving business conditions and requirements. Collaborate closely with operations teams to balance workloads and resources efficiently. Scheduling Oversee the creation and management of detailed schedules to meet operational targets. Ensure that schedules are aligned with business goals and employee availability. Implement scheduling tools and techniques to enhance productivity and efficiency. FTE Calculation Utilize both linear methods and Erlang models to calculate FTE requirements with precision. Provide insights and recommendations based on FTE analysis to support decision-making processes. Perform regular reviews and updates of FTE calculations to align with business needs. Stakeholder Management Build and maintain robust relationships with key stakeholders across the organization. Communicate effectively with stakeholders to understand their needs and deliver appropriate solutions. Manage stakeholder expectations and ensure alignment with business objectives. Communication Exhibit excellent communication skills, both written and verbal, to convey complex information clearly and concisely. Prepare and present reports, analyses, and recommendations to senior management and other stakeholders. Facilitate effective communication channels within the team and across departments. Preferred candidate profile Experience with workforce management software and tools. Knowledge of industry best practices and trends in workforce planning and management. Leadership skills and the ability to mentor and guide junior team members. Adaptability and willingness to learn and implement new strategies and technologies. Early and immediate joiners will be preferred

Role: RTA || Bangalore Work From Office Bothn side cab Qualification: Any graduate Skills Required: Develop and maintain dashboards using tools like IEX or similar technologies. 3-8 years of experience in Real Time Analysis (RTA), Workforce Management (WFM), or related field. For more info connect at 8595717834

Leading BPO in BANGALORE Hiring for WFM RTA Require 2+ Years Experience in WFM RTA Require Excellent Communication Skills CTC UPTO 5.8LPA based on Last CTC Shifts 24*7 Looking for Immediate joiners// Candidates with Lesser Notice period Role and Key Responsibilities: The Lead WFM Analyst will act as a liaison between the Centralized and Site WFM teams. • The Lead WFM Analyst is responsible for team project organization, and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communications between centralized and site teams, and leadership. • Preparation of daily / Weekly / Monthly MIS reports & presentations / decks • Preparing of schedules using Erlang for different queues across multiple locations • Resolve escalated issues and requests from site management • Root cause analysis of SLA deviations, action plan development and resolution • Monitor real-time queue, schedule adherence & attendance. • Key daily exception requests and update schedules • Cross-train with Scheduling Analyst • Optimize breaks the day of or day before the actual schedule • Schedule ADHOC intra-day training requests and update schedules • Produce and analyze daily efficiency reports (representative availability, access level etc.) • Attend centralized and/or site management meeting, as required Key Skills and knowledge: Required good communication skill. • Required good knowledge of MS Excel & Power point. • Proficiency with computers • Willing to work 24*7 • Candidate with Scheduling & Forecasting skill will be preferred. • Ability to handle pressure situations • Drive for self-learning and knowledge enhancement Experience Contact Centre Workforce Management experience • Ability to simplify complex operations into repeatable processes • Comfortable in fast-paced environment • Ability to make decision in time sensitive ambiguous situations Interested Candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Role: Real Time Analyst Designation : Associate Location: Chennai (Ambit IT Park) Shifts: Flexible to work in Night Shifts Work Model: Work From Office Looking for immediate joiners only Job Description: Skills: Proficient in Excel. Strong analytical skills. Ability to prioritize and multitask. Strong interpersonal skills to build and foster stake holder relationships Excellent written and verbal communication skills. Proactive issue resolution skills and process improvement. Ability to positively interface with the Clients. In-depth knowledge of Project SLA metrics applicable to WPO. KPI: Real time queue management Idle management. Shrinkage management. Meet Project SLA. Provide RCA. Reporting Accuracy & Timeliness (Project & Associate Level). Accurate and Timely Exception Processing on IEX/EWFM. Client Escalation would be a Negative marker. Additional Initiatives: Hands on experience in any of the workforce Tools is an advantage.

Apply Now Job Title Analyst, Planning & Scheduling Job Description Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations, Role And Key Responsibilities Planning & Scheduling Managing WFM Personnel Manpower Planning, Scheduling, Transitioning new logos, Updating & maintaining master trackers Preparing and publishing periodic reviews for management Preparing PowerPoint and other presentations Forecasting knowledge and able to forecast basis different methodologies, Running scenarios and simulations basis requirement Data reporting to other departments like Finance, IT Operations etc Creating Interactive Dashboards for Client and Delivery Recognize and recommend operational and support improvements for the enterprise, Creating Schedules and lead the weekly scheduling performance review and provide recommendations, Administration of communication to and from Operations and other support departments, Collect, analyze and report historical center performance statistics, Understanding of Workload and HC calculations Perform financial evaluation using actual performance that involve relevant WFM metrics and contractual targets, Provide end to end analysis of financial assessment on weekly basis rolling up to the month, Create accruals for revenues that may have been possibly earned but are not yet recorded in the account, Perform trend analysis considering all relevant WFM metrics impacting the revenue on a weekly and monthly basis, Perform impact analysis of various operational metrics performances to understand the gap between actual / planned revenues at different stages of revenue life cycle, Calculate the positive and negative impact of compensated and non-compensated performance metrics on overall revenue, Perform various types of analysis around cost & revenue and create charts / reports as required by the business to present various comparative views for decision making Data collection from various data sources to be utilized in performing all key responsibilities and ad-hoc requests from the business, Key Skills & Knowledge Team handling and Contact Centre Workforce Management experience Extensive experience with WFM software Comfortable in fast-paced environment Ability to simplify complex operations into repeatable processes Ability to make decision in time sensitive ambiguous situations Knowledge of Contact Centre methodologies and operational principles Knowledge of IEX is essential Excellent communication skills Analytical Able to analyze data and draw insights High level of accuracy and attention to detail Innovative and able to influence Must have experience to handle Capacity Planner and Scheduling teams Education Qualification:Graduation Disclaimer:- 'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ?recruitment, ?processingor any other kind of fees in exchange for offer letters from Concentrix Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities Location: IND Hyderabad Unit No 601 6th Flr Maximus Building 2A Mindspace Language Requirements Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents Apply Now

Candidate should have minimum 2yrs of experience working as Real time analyst in a BPO Qualification - Graduate Shift - Rotational shifts Work Location - Bangalore / Hyderabad Immediate Joiners OR Max 1 month notice period candidates can apply Required Candidate profile Call HR Kenedy @ 9620999035 for more details.

We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. Now, we need your full concentration because its time to imagine what it’s like being a WFM RTA. So what does a RTA really do? Think of yourself as someone who will help the program and operating leaders to ensure that account health is maintained consistently both from hygiene and SLA standpoint. We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. Now, we need your full concentration because it’s time to imagine what it’s like being a RTA , at TaskUs an WFM RTA: Would act as the first point of contact for all service related escalations occurring on account of issues such as call routing, technical outage,unscheduled absences , unscheduled breaks etc. Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to process defined AUX/ ACW/ BREAKS & SHIFTS. Would ensure availability of analysts on phones/chats as per the business model requirement. Would be responsible for Real time queue monitoring (RTQM) Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports) Will have to manage client Interaction. Provide perspective (knowledge of trends and total demand) to WFM leadership, Client, and Ops Leadership Assist in detailing and documenting performance impacts to WFM leadership Providing accurate and timely information and consultation to Team in support of WFM as required Understanding the baseline forecast Understanding the dynamic trend data and its application to forecasts Understanding the application of business and functional initiatives and its application to forecasts Understanding the supply and demand alignment. Understanding the break-shift adherence Someone who is aware about line adherence and dynamics of line adherence. Imagine yourself going to work with one thing on your mind: that you will help the program management with meeting SLA’s and program health at all times. As you tackle your new tasks for the day, you know that it will lead to one thing: acting quickly in raising issues and making sure there is a quick mitigation plan in place to meet day end / interval level SLA. As a RTA, you will provide inputs to capacity planning and scheduling teams based on your analysis to make sure that we optimize schedules and review planning assumptions based on your feedback. So, do you have what it takes to become a WFM RTA ? Requirements: What exactly are we looking for? Well, we prefer someone with a minimum of 24 months experience in WFM RTA domain. Someone who should be willing to work in any shift + on weekends from our site. What else? You must have very good proficiency in MS excel and Google sheets. Handson experience in IEX tool. Any prior Workforce Management experience in Scheduling or Reporting will be an added advantage. Interested candidate can share their resume at "rajal,garg@taskus.com" or call on 8141444230 Thanks & Regards, Rajal 8141444230

Five (5) years related call center workforce management experience with at least 2 years of supervisory experience of leading a team of Real Time Analysts in a fast paced environment. Experience in Planning and Scheduling will be an added advantage. Preferred Special Skills, Knowledge or Qualifications Overall 5+ years of experience in WFM 2 years of experience leading Real Time Management teams Ability to demonstrate and articulate understanding of key workforce management concepts Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook) Strong quantitative/analytical skills Location : - Navi Mumbai,Gurugram,Indore,Mohali