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Shorebird Technologies
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WFM Real Time Analyst

WFM Real Time Analyst

Shorebird Technologies

2 - 7 years

4 - 9 Lacs

Bengaluru

Posted:1 day ago| Platform:

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Skills Required

Real Time Analyst Interpersonal skills Usage Workforce management Staffing Analytical Management Monitoring WFM

Work Mode

Work from Office

Job Type

Full Time

Job Description

Navan is seeking a highly skilled and experienced Workforce Management Real Time Analyst. The successful candidate will be responsible for monitoring real-time contact center activity, managing staffing levels, and making adjustments as needed to ensure optimal service levels. The ideal candidate should have a deep understanding of Genesys software and should be able to use them effectively to manage the workforce in real-time.

What You ll Do:

Monitor real-time contact center activity, such as contact volume, staffing levels, and service levels, to identify areas for improvement and make adjustments as needed.
Manage staffing levels in real-time to ensure optimal service levels are maintained.
Communicate with agents and managers to ensure adherence to schedules and to provide feedback as needed.
Work closely with other departments to ensure seamless communication and coordination of real-time workforce management activities.
Continuously evaluate and improve real-time workforce management processes to ensure optimal efficiency and effectiveness.

What We re Looking For:

At least 2 years of experience in real-time workforce management, preferably in the travel industry.
Experience with Genesys software is a must.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work under pressure and meet tight deadlines.
Ability to work independently as well as in a team.
Should be comfortable working one weekend day and early morning shift (03:30. 12:00 pm IST)

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Shorebird Technologies

Maritime Technology

Maritime City

50 Employees

19 Jobs

Key People

Alice Johnson

CEO
Mark Chen

CTO

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WFM Real Time Analyst