WFM Real-Time Analyst

As a Real-Time Analyst in our company located at Sector 98, Noida, you will play a crucial role in ensuring smooth workflow management, capacity planning, and real-time analysis. Your responsibilities will include: - Real-Time Monitoring and Tracking: Monitor and track operations in real-time to ensure service levels are met. - Identifying Deviations: Identify any deviations from expected outcomes and take necessary actions. - Proactive Problem Solving and Adjustment: Proactively solve problems and make adjustments as needed. - Dynamic Resource Allocation: Adjust staffing levels and agent assignments based on real-time data. - Approving/Denying off-phone activities: Prioritize incoming call volume over offline tasks if required. - Managing Unexpected Events: Respond to unforeseen circumstances by re-optimizing the workforce. - Communication and Collaboration: Maintain effective communication and collaboration with team members. - Data Analysis and Reporting: Analyze data to make informed decisions and prepare reports. - Root Cause Analysis: Conduct root cause analysis to address underlying issues. - Minimizing Idle Time and Overstaffing: Ensure resources are utilized efficiently to minimize idle time and overstaffing. - Preventing Understaffing: Proactively address potential understaffing situations to avoid long customer wait times. - Enhancing Operational Efficiency: Contribute to the overall efficiency of the contact center by optimizing resource utilization. Qualifications required for this role include a Bachelor's or Master's Degree, preferably in business administration, operations management, information technology, or a related field. You should have at least 5 years of experience in workflow management, capacity planning, and real-time analysis. Additionally, the skills required for a Real-Time Analyst in our company include strong analytical skills, technical proficiency, excellent communication skills, problem-solving abilities, adaptability, attention to detail, and teamwork and collaboration. If you are looking for a challenging role where you can utilize your analytical skills and contribute to operational efficiency, this position may be the perfect fit for you.,