Real Time Analyst

Work Location: Gurgaon

Your Impact As A Workforce Management Analyst

The Workforce Management Analyst is responsible for ensuring daily tasks are delivered to meet service levels for our clients, with a particular focus on forecasting in the contact center space. The role requires the ability to work in a fast-paced environment and process tasks promptly. A strong understanding of workforce management concepts such as forecasting, scheduling, skill management, and PTO management is essential.

Job Responsibilities: Responsible for real-time and/or intraday management of resources to ensure the correct number of agents are available at the right times to handle an accurately forecasted volume of inbound and/or outbound calls at the desired service level.

Duties and Responsibilities May Include:

• Utilizes workforce management tools such as IEX and NiceInContact to coordinate appropriate staffing allocation and availability of call center staff to achieve service level objectives.
• Monitors site to ensure optimal staffing levels using advanced forecasting techniques.
• Adjusts intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
• Administers volume contingency action plans as deemed necessary and appropriate.
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Facilitates real-time discussions with necessary stakeholders.
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
• Keys daily exceptions requests, updates schedules, and responds to escalated issues and ad-hoc requests.
• Ensures that all reports originating from the department are accurate and reliable.
• Provides real-time management of all communication channels with contact center teams.
• Selects appropriate counselor pool for each OE case based on availability, skills, and language needs.
• Conducts counselor outreach to ensure confirmation of case placement.
• Maintains accurate counselor roster management and staffing documentation.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

You Bring Knowledge and Expertise

Required Experience:

• 2-4 Years experience in WFM functions (Forecasting, RTA, Scheduling) with tools like IEX and NiceInContact.
• Understanding of workforce management concepts such as service levels, adherence, handle time, smoothing, phone routing.
• Strong working knowledge of Operations and operations measures.
• Strong math aptitude.
• Strong understanding of computer skills such as Outlook, WebEx Teams, CRM platforms.
• Intermediate Excel skills.

Preferred Experience:

• 2 to 4 years’ experience in call center workforce analyst or management role.
• Strong workforce management and statistical background.
• Experience working in an inbound or outbound call center.
• Call center operations management experience.
• Staffing forecasting experience.

Education:

• Bachelor’s degree or equivalent years of industry experience.

Our Colleague Experience:

From helping clients gain access to capital after natural disasters, to creating access to health care and retirement for millions, Aon colleagues empower results for our clients, communities, and each other every day. They make a difference, work with the best, own their potential, and value one another. This is the Aon Colleague Experience, defining what it means to work at Aon and realizing our vision of empowering human and economic possibility. To learn more visit Aon Colleague Experience.

About Aon:

Aon plc (NYSE:AON) is the leading global provider of risk management, insurance and reinsurance brokerage, and human resources solutions and outsourcing services. Our more than 72,000 colleagues worldwide empower results for clients in over 120 countries with innovative and effective risk and people solutions and through industry-leading global resources and technical expertise. To learn more visit aon.com.