1.0 - 5.0 years

0 Lacs

karnataka

On-site

As a WFM Real-Time Analyst in the Voice Process (BPO) team at unifyCX, you will play a crucial role in monitoring service levels and site performance in real-time to ensure optimal handling of incoming contacts and adherence to operational goals. Key Responsibilities: - Monitor service levels and site performance in real-time to manage incoming contacts effectively - Communicate changes in incoming contact patterns to operations and the WFM team - Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals - Proactively gather data for root cause analysis and make real-time decisions confidently - Alert frontline agents/supe...

Posted 22 hours ago

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WFM Analyst GlowTouch Technologies

1.0 - 5.0 years

0 Lacs

karnataka

On-site

As a Real-Time Analyst at unifyCX, you will play a crucial role in our Workforce Management team. Your primary responsibility will be to monitor service levels and site performance in real-time to ensure efficient handling of incoming contacts and adherence to operational goals. You will be tasked with monitoring service levels throughout the day, communicating any changes in contact patterns to operations and the wider WFM team. Your role will also involve driving real-time adherence to expected capacity, conducting root cause analysis, and promptly addressing any obstacles that may impact business targets. In addition to monitoring and analysis, you will manage breaks, meetings, coaching, ...

Posted 2 months ago

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WFM Analyst UnifyCX

1.0 - 5.0 years

0 Lacs

karnataka

On-site

As a Real-Time Analyst at unifyCX, you will play a crucial role in monitoring service levels and site performance in real-time to ensure optimal handling of incoming contacts and adherence to operational goals. You will be responsible for effectively managing incoming contacts throughout the day, communicating changes in contact patterns, driving adherence to expected capacity, and making real-time decisions to achieve service level and efficiency metric goals. Your ability to proactively gather data for root cause analysis, alert stakeholders of obstacles, manage breaks, meetings, and trainings, and maintain strong relationships with key stakeholders will be essential for success in this ro...

Posted 2 months ago

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