WFM Real-Time Analyst

Job Description

Location: Sector 98, Noida Shift: US Shift Job Type: Full time Education: Bachelor's or Master's Degree. A degree in business administration, operations management, information technology, or a related field is often preferred. Experience: 5+ years of experience in workflow management, capacity planning and real time analysis is crucial. Responsibilities: - Real-Time Monitoring and Tracking - Identifying Deviations - Proactive Problem Solving and Adjustment - Dynamic Resource Allocation: Based on real-time data, make immediate adjustments to staffing levels and agent assignments to ensure service levels are met - Approving/Denying off-phone activities: Prioritizing incoming call volume over scheduled offline tasks if service levels are at risk - Managing Unexpected Events: Respond to unforeseen circumstances like sudden increases in call volume, agent absenteeism, or system downtimes by re-optimizing the workforce - Communication and Collaboration - Data Analysis and Reporting - Root Cause Analysis - Minimizing Idle Time and Overstaffing - Preventing Understaffing: Proactively address potential understaffing situations to avoid long customer wait times and frustrated customers - Enhancing Operational Efficiency: Contribute to the overall efficiency of the contact center by ensuring optimal utilization of resources. Skills required for a Real-Time Analyst: * Strong Analytical Skills * Technical Proficiency * Excellent Communication Skills * Problem-Solving Abilities * Adaptability * Attention to Detail * Teamwork and Collaboration Think global. Think BIG. Visit us: https://biglanguage.com LinkedIn: https://www.linkedin.com/company/big-language-solutions/mycompany/