WFM RTA Analyst//RTA//International BPO

Leading BPO in BANGALORE

Hiring for WFM RTA

Require 2+ Years Experience in WFM RTA

Require Excellent Communication Skills

CTC UPTO 5.8LPA based on Last CTC

Shifts 24*7

Looking for Immediate joiners// Candidates with Lesser Notice period

Role and Key Responsibilities:

The Lead WFM Analyst will act as a liaison between the Centralized and Site WFM teams.

• The Lead WFM Analyst is responsible for team project organization, and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communications between centralized and site teams, and leadership.

• Preparation of daily / Weekly / Monthly MIS reports & presentations / decks

• Preparing of schedules using Erlang for different queues across multiple locations

• Resolve escalated issues and requests from site management

• Root cause analysis of SLA deviations, action plan development and resolution

• Monitor real-time queue, schedule adherence & attendance.

• Key daily exception requests and update schedules

• Cross-train with Scheduling Analyst

• Optimize breaks the day of or day before the actual schedule

• Schedule ADHOC intra-day training requests and update schedules

• Produce and analyze daily efficiency reports (representative availability, access level etc.)

• Attend centralized and/or site management meeting, as required

Key Skills and knowledge:

Required good communication skill.

• Required good knowledge of MS Excel & Power point.

• Proficiency with computers

• Willing to work 24*7

• Candidate with Scheduling & Forecasting skill will be preferred.

• Ability to handle pressure situations

• Drive for self-learning and knowledge enhancement

Experience

Contact Centre Workforce Management experience

• Ability to simplify complex operations into repeatable processes

• Comfortable in fast-paced environment

• Ability to make decision in time sensitive ambiguous situations

Interested Candidates can mail their cv at simmi@hiresquad.in or call at 8467054123