0 - 5 years
1 - 4 Lacs
Posted:23 hours ago|
Platform:
Work from Office
Full Time
The Workforce Management (WFM) Analyst is responsible for optimizing workforce efficiency and productivity through effective planning, scheduling, and real-time management. This role involves analyzing historical data, forecasting future workloads, and implementing strategies to ensure adequate staffing levels to meet service level objectives and operational goals.
Service, Operations & Tech.
Customer Relationship Team
Forecasting and Planning, Scheduling, Real-time Management, Data Analysis and Reporting
Manage call/ chat volumes, daily attendance and program break schedules
Work closely with the operations team to analyse and help improve their delivery processes
Generate ideas for process and service improvement planning
Prepare and share biweekly, monthly internal reports
Excellent Communication Skills in English & Hindi
Must have Microsoft excel skills
Ability to create reports in Excel and forecast results
Ability to multi-task, focus and complete reports for extended periods of time
Team player
Previous call Center experience (Preferred)
Full Time Graduate / Post Graduate
0 to 3 yrs. of experience (Preferred)
Call-center experience in GI industry will be an added advantage
ICICI Lombard
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