WFM Analyst

2 - 3 years

1 - 4 Lacs

gurugram bengaluru

Posted:1 day ago| Platform: Naukri logo

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Skills Required

data analysis mis reporting resource odbc forecasting rostering pivot table vlookup avaya cms shuttering workforce management excel real time analysis java capacity planning mis advanced excel aspect visual basic avaya brick work rta wfm

Work Mode

Work from Office

Job Type

Full Time

Job Description

  • Posting agreed upon schedules
  • Managing the Scheduling mailbox. Responding to requests within the targeted SLA.
  • Managing the Real Time mailbox. Responding to requests within the targeted SLA
  • Processes schedule exceptions both advanced notice and day of requests.
  • Scheduling training and other BTOP requests.
  • Processing and managing overtime and under time.
  • Timetable management
  • Achieve daily service level and efficiency goals.
  • Watching real time queues and making real time skilling changes.
  • Supporting the various other Work Force Management roles as needed.
What Were looking for
  • Graduate with minimum of 2-3 years call center experience, minimum 18 months resource scheduling or real time management experience.
  • Working knowledge of IEX, ability to organize, set priorities and multi-task within timescales, effective management of time, good understanding of the company s processes and structure. Strong knowledge of Avaya CMS.
  • Should be able to provide recommendation on VTOs / Overtimes as and when schedules are rolled out to balance Service Level and Cost.
  • Should be strong at MS Excel and have intermediate Visual Basic and ODBC skillsProactively manage and be responsible for all Health and Safety issues for the team, ensuring a safe working environment for all agents.
  • The candidate should be responsible to understand and follow all company and client security requirements and policies.
  • Perform any other reasonable duties that may be requested

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