WFM RTA//Real Time Analyst//International BPO

Job Description

MNC in BANGALORE Hiring for WFM RTA CTC UPTO 5.5LPA Require 2+ Years Experience in WFM RTA Require Excellent Communication Skills 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 Educational qualification: Graduate in any discipline Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123 Show more Show less