WFM RTA

Company Description

DirectionWay, an initiative by Galleon Consultants, aims to provide practical learning experiences for students and working professionals. By employing research-based teaching techniques, DirectionWay transforms traditional classrooms into environments emphasizing learner choice. Our innovative learning model, built on the 5 C’s - Creativity, Communication, Critical Thinking, Choices, and Collaboration, fosters a dynamic and engaging educational experience.

Role Description

This is a full-time on-site role for a Workforce Management Real-Time Analyst (WFM RTA), based in Mumbai. The WFM RTA will be responsible for monitoring real-time performance and productivity, making intra-day adjustments for staffing, and tracking and reporting key metrics. The role involves collaborating with various departments to ensure optimal resource allocation and maintaining service level agreements. The WFM RTA will also handle real-time agent scheduling, attendance tracking, and provide analytical support to improve overall workforce efficiency.

Qualifications

• Experience in real-time monitoring, workforce management, and intra-day adjustments
• Strong analytical, problem-solving, and decision-making skills
• Proficiency in using WFM software and tools
• Excellent communication and collaboration skills
• Ability to multitask and work in a fast-paced environment
• Experience in call center or contact center environments is beneficial
• Bachelor's degree in Business Administration, Statistics, or a related field is preferred