Senior Analyst Global WFM

As a Senior Analyst Global WFM at Sagility, your role is crucial in ensuring the smooth and efficient operation of business processes. Your primary responsibility will be to monitor and analyze real-time data, making timely decisions based on that data to meet service goals effectively. Your key responsibilities include: - Managing daily operations by assessing operational drivers such as staffing, volume, and AHT, and adjusting intraday schedules to meet service goals. - Engaging with clients and providing sound judgment to improve real-time performance, including calling for overtime or time off. - Leading and executing the week-ahead planning process, collaborating with operations, and communicating action plans effectively. - Facilitating the on and offboarding of crew members and analyzing data to surface trends and insights. - Driving changes as needed, acting as a resource during contingency events, and implementing improvements to workflows and processes. - Coordinating service-impacting application and telephony downtime/outages affecting volumes for forecasting scrubbing with global operations. You must be a highly self-motivated team member capable of multitasking and self-managing tasks within structured timeliness. Strong technical documentation skills, the ability to communicate effectively with a wide range of individuals, and problem-solving and analytical skills are critical for this role. Excellent English communication skills are a must. Preferred skills for this position include knowledge of WFM systems applicable for the account such as Avaya CMS, NICE IEX, Cisco, Aspect eWFM, and Verint. Experience in planning, implementing, utilizing, and supporting workforce management systems is an added advantage. In addition to the qualifications and responsibilities mentioned above, you should hold a minimum of 2 years of relevant experience as a Real Time Analyst. Any graduate or diploma qualification is required for this position. Location: BLR, Surya Wave Building, India.,