Intraday Analyst - Workforce Management

Job Title: Intraday Analyst - Workforce Management (Support Canada Region)

Time: 5:30pm to 2:00 am

Location Pref: Bangalore & Gurugram

Mode: WFH ( 2 days from office in a month for meetings)

Team: Workforce Management

Job Summary: The Intraday Analyst optimizes daily contact center operations by monitoring real-time performance, making data-driven decisions, and implementing tactical adjustments to ensure service level targets are met efficiently.

Key Responsibilities:

1. Real-time Monitoring and Analysis

o Monitor intraday contact center performance metrics in real-time

o Analyze call volume patterns, handle times, and agent adherence

o Identify trends and anomalies that may impact service levels

2. Tactical Decision Making

o Make quick, informed decisions to address unexpected fluctuations in call volume or staffing

o Implement intraday schedule adjustments to optimize agent coverage

o Coordinate with team leaders to manage breaks, lunches, and offline activities

3. Resource Allocation

o Ensure appropriate staffing levels across different channels and skill groups

o Manage queue prioritization and call routing strategies

o Coordinate overflow and support when necessary

4. Reporting and Communication

o Prepare and distribute intraday performance reports to stakeholders

o Communicate effectively about schedule changes and performance expectations

o Provide regular updates on service level achievement and potential risks

5. Continuous Improvement

o Identify opportunities for improving intraday management processes

o Collaborate with forecasting and scheduling teams to refine workforce management strategies

o Participate in post-mortem analyses of service level misses and develop action plans

Required Skills and Qualifications:

• 4+ years of experience in contact center operations or workforce management

• Strong analytical and problem-solving skills

• Proficiency in workforce management software and tools

• Excellent communication and interpersonal skills

• Ability to work in a fast-paced environment and make quick decisions

• Strong understanding of contact center metrics and KPIs

Typical Tools and Technologies:

1. Workforce Management Software (e.g., Aspect WFM, NICE IEX, Verint Workforce Management)

2. Real-time Adherence Tools

3. Contact Center Platforms (e.g., Cisco UCCE, Genesys Cloud CX, Avaya Contact Center Solutions)

Share your cv at aishwarya@beanhr.com