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IntouchCX
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Senior Real Time Analyst ( WFM Managed Services )

Senior Real Time Analyst ( WFM Managed Services )

IntouchCX

3 - 8 years

8 - 12 Lacs

Hyderabad

Posted:Just now| Platform:

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Skills Required

bi workforce management root cause analysis tableau wfm macros data analysis mis reporting forecasting rostering blue pumpkin avaya cms verint real time analysis capacity planning vba ewfm advanced excel mis aspect avaya shrinkage rta

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the Job

The Senior Real Time Analyst position will be responsible for providing Workforce Management (WFM) as a service (RTA role) for a client command center. This person will be managing the vendor network.

As Senior Real Time Analyst (RTA), You Will

Act as shift point of contact:

Overlook the team in the absence of the Manager/Supervisor
Conduct RTA huddles and pass updates to the team
Act as SME and train new members in the team

Queue management:

Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day
Situational management (vendor level)
- BCP situations: Tools issues, WFM Systems issues, etc.
- Routing / downtime issues - Create and manage war room o Make announcements about outages on respective client tools.
Intraday Management
Facilitate daily syncs with clients/vendors to review performance
Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels)
Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing
Approve and push extra time/VTO/off phone requests by vendors
Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance
Perform root cause analysis (end of day) & provide updates to enterprise network & leadership team

Reporting:

Track daily/weekly/monthly performance and provide context on the following metrics:
- Service Level/ASA
- Shrinkage/Absenteeism
- EOD reports

Additional tasks:

Provide regular feedback to the planning and scheduling team

As Senior Real Time Analyst (RTA), You Have

A University education with a technical background (mathematical or statistical course desirable) is preferred
3+ years previous call center experience required
Minimum 1 year WorkForce Management experience is required
Previous work experience working with Global vendors is considered an asset
Advanced level of MS Excel/Google sheets
- Pivot Tables
- V-Lookup/X-Lookup
- Index/Match
Ability to create charts/graphs
1+ years of previous experience with any WFM tools is required
- NICE IEX
- Aspect eWFM
- Verint
- Calabrio
Knowledge of programming / Tableau will be an asset
Excel/BI/Reporting tools certifications will be an asset
Good communication skills,local language and English (required)
Additional languages would be an asset
Ability to identify emerging trends, measure impact on the business and use good judgment
Experience in facilitating meetings
Proactively distill and analyze data, charts, and graphs into actionable insights & present recommendations to stakeholders and other audiences
Able to collaborate with clients cross-functional teams and vendor RTA teams
Clear and concise, written and verbal communication (in English)
Fundamental understanding of call center metrics

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