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WNS Holdings
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WFM- Senior Executive

WFM- Senior Executive

1 - 4 years

|

3 - 6 Lacs

Posted:2 weeks ago| Platform:

Apply

Skills Required

capacity planning forecasting rta wfm scheduling iex

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Real-Time Monitoring
Identify and react to deviations from schedules, including absenteeism, adherence, and unexpected volume fluctuations
Track and report on agent schedule adherence, ensuring that employees adhere to their assigned work schedules
Assist in reassigning agents or reallocating resources to address emerging need
Reporting:• Generate and distribute real-time reports on service level performance, adherence, and other relevant metrics
Proficiency in Excel reporting

Preferred candidate profile

Bachelor's degree in a relevant field
Prior experience as a Real-Time Analyst in a contact center or customer service environment is a strong asset.
Proficiency in using WFM software and real-time monitoring tools

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