Senior Analyst Global WFM

Education: Any Graduate or Diploma

Experience: Minimum 2 years of relevant experience as a RTA is Must.

Roles & Responsibilities:

• Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%) and adjusts intraday schedule to meet service goals.

• Manages engagement with client.

• Monitors intraday, makes decisions, provides sound judgement and consults with operation team for recommendations to improve real time performance includes calling for OT/Time off.

• Leads and executes week-ahead planning process and collaborate with operations to provide background and insight to tell the week in review and communicate action plans.

• Facilitates on and off boarding of crew members.

• Performs analysis of data to surface trends and insights using analytical methods.

• Drives changes on the need of the business, acts as a resource and POC during contingency events including weather events, system outages, etc.

• Initiates, develops and implements improvements to workflows and processes and participate on special projects.

• Coordinates all service impacting application & telephony downtime / outages affecting volumes for forecasting scrubbing with global operations.

Mandatory Skills:

• Must be highly self-motivated multi-task-oriented team member with ability to self-manage tasks to completion within structured timeliness and strong technical documentation skills.

• Must be a team player within the ability to communicate to a wide range of individuals including Operations Team.

• Problem solving and analytical skills is critical and must have excellent English communication skills.

Preferred Skills:

• Knowledge in WFM systems applicable for the account.

• Eg. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint is an advantage.

• Experience in planning, implementing, utilizing, and supporting Workforce Management system is an added advantage.