11 Wfm Tools Jobs

As a Workforce Services New Associate at Accenture, you will be responsible for monitoring daily operational metrics on a real-time basis, such as SLA, KPIs, and Adherences. You will publish real-time reports for performance monitoring and coordinate with internal and external stakeholders as necessary. Additionally, you will be involved in preparing RCA, maintaining downtime trackers, and proposing schedule changes to improve performance. You will also handle requests for roster swap, week off swap, and break swap received through email or tools. Your role will involve delivering timely ad hoc and standard operational reports, working closely with process subject matter experts from each functional team, and assisting in designing insightful report views, whether excel-based, tool-based, or dashboards. You will provide regular and ad-hoc results interpretation to Accenture management as requested. We are looking for a candidate who can utilize data to identify trends and opportunities for improvement, collaborate with other teams and stakeholders to enhance performance results, and perform Quality Assurance (QA) on reporting analysis conducted by other teams when necessary. Key qualifications and skills for this role include a graduation degree with 2 years of working experience in metrics and reporting, the ability to propose improvements to work products, services, or processes, excellent oral and written communication skills, compliance with Accenture standards, procedures, and policies, and the willingness to build skills needed to execute responsibilities effectively. Working experience with WFM tools, applications, and functions is preferred. The overall purpose of this job is to execute all WFM-related activities as directed by the function and/or supervisor, exhibit collaboration and effective communication skills to generate quality outcomes, and conduct root cause analysis for leadership and clients when required. The role requires the willingness to work in a 24*7 environment with rotational shifts and week offs. In this role, you will be expected to solve routine problems with guidance from general guidelines and precedents. Your interactions will primarily be within your team and direct supervisor, and you will receive detailed to a moderate level of instruction on daily work tasks and new assignments. The decisions you make will impact your own work, and you will function as an individual contributor as part of a team with a focused scope of work. Please note that this position may involve working in rotational shifts.,

MNC in Pune Hiring for WFM RTA CTC UPTO 5.8LPA based on Last CTC Require 2+ Years Experience in WFM RTA Virtual Interviews Role and Key Responsibilities: ? Analyze staffing/volume trends and operational performance dashboards. ? Develop short, medium and long term staffing plans for assigned business in an accurate and timely manner. ? Collaborate with various business units, quality and training to schedule the necessary training, and associate coaching to ensure the companys commitment towards quality. ? Prepare financial forecasts based on inputs from various sources and historical trends. ? Create and maintain financial reports for business stakeholders. ? Review the current processes of scheduling and staffing and uncover the potential opportunities of improved efficiency. ? Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences. ? Identify schedule/plan changes in relevant databases and escalate issues as appropriate. ? Prepare reports for hiring needs, training and staffing analysis for business reviews and stakeholders. Key skills & knowledge: ? Maintain various WFM tools and set ups e.g. IEX etc. ? Collaborate with other WFM departments like real time and scheduling to constantly review and improve the health of business and increase profitability. Educational qualification: Graduate in any discipline Interested candidates can mail their cv at [HIDDEN TEXT] or call at 8467054123 Show more Show less

Primary Skills: Analytics (Intermediate), Scheduling (Advanced), Reporting (Advanced), Excel (Expert), Communication (Expert) Contract Type: Contract to hire Duration: 7+ Months Location: Hyderabad Job Summary We are searching for a dedicated Workforce Management Specialist to oversee our Customer Experience teams, ensuring they meet all Service Level Agreements (SLA) promptly. The ideal candidate will analyze call volumes, manage schedules, and work closely with vendor partners to achieve Key Performance Indicators (KPIs). This role involves extensive use of workforce management tools and spreadsheet applications to optimize our customer support operations. Key Responsibilities Monitor real-time queues and collaborate with vendor partners to meet KPIs. Manage daily performance reporting and schedule adherence. Analyze call volume patterns and allocate staffing resources efficiently. Encode exceptions on Workforce Management (WFM) tools and act as the main point of contact for internal and vendor-related issues. Communicate any real-time impacts to stakeholders, assisting in the proactive management of customer experience disruptions. Must-Have Skills Proven experience in Workforce Management/Operations. Proficiency in using WFM tools and spreadsheet software (Excel, Google Sheets). Strong analytical skills with the ability to identify trends and patterns. Industry Experience Prior experience in Customer Experience or Operations within a fast-paced, high-growth organization is preferred, About Akraya Akraya is an award-winning IT staffing firm consistently recognized for our commitment to excellence and a thriving work environment . Most recently, we were recognized Inc&aposs Best Workplaces 2024 and Silicon Valley&aposs Best Places to Work by the San Francisco Business Journal (2024) and Glassdoor&aposs Best Places to Work (2023 & 2022)! Industry Leaders in IT Staffing As staffing solutions providers for Fortune 100 companies, Akraya&aposs industry recognitions solidify our leadership position in the IT staffing space. We don&apost just connect you with great jobs, we connect you with a workplace that inspires! Join Akraya Today! Let us lead you to your dream career and experience the Akraya difference. Browse our open positions and join our team! Show more Show less

As a Workforce Services Analyst at Accenture, you will play a crucial role in ensuring a superior brand experience, accelerating responsible growth, and creating a secure environment. Your responsibilities will include monitoring daily operational metrics in real-time, publishing performance reports, preparing Root Cause Analysis (RCA), maintaining downtime trackers, and proposing schedule changes to meet performance targets. You will collaborate with internal and external stakeholders, deliver timely operational reports, and work with process subject matter experts to drive performance improvements. The Workforce Management team, to which you will belong, focuses on maximizing performance levels and competency within the organization. This includes activities such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. You will be responsible for maintaining a productive workforce, identifying trends for improvement, and driving continuous innovation in the workforce management space. To excel in this role, you must have a graduate degree with at least 2 years of working experience in metrics and reporting. You should possess excellent oral and written communication skills, be able to make and propose improvements to work products and processes, and comply with Accenture standards and policies. Prior experience with Workforce Management tools, applications, and functions is preferred. Your overall purpose in this role is to execute all Workforce Management related activities as directed by your function or supervisor. You will be required to exhibit collaboration and effective communication skills to achieve quality outcomes and conduct root cause analysis when necessary for leadership or clients. The role may involve working in a 24*7 environment with rotational shifts and week offs. As a Workforce Services Analyst, your day-to-day interactions will primarily be with peers within Accenture, with limited exposure to clients or Accenture management. You will receive moderate-level instructions on daily tasks and detailed guidance on new assignments. Your decisions will impact your work and potentially that of others, and you will function as an individual contributor within a team setting with a focused scope of work. Please note that this role may require you to work in rotational shifts to meet the operational requirements effectively.,

As a People Manager in this role, you will be responsible for internal and external stakeholder management. Your primary tasks will involve generating forecasting, planning, and scheduling using Excel/WFM tools. You will need to demonstrate the ability to work on existing Cap plans or create new ones to meet specific requirements. Additionally, you will play a key role in creating FTE sizing for new/existing businesses, ensuring optimized solutions and collaborating with stakeholders to provide WFM insights. Your role will also involve identifying HC & revenue leakages and developing plans to close the gaps, as well as pinpointing areas for occupancy optimization. Analyzing multiple dashboards and taking appropriate action based on insights will be crucial. You will drive performance improvement projects, lead new project implementations, and focus on enhancing team performance. Furthermore, you will be involved in WFM onboarding, training, and resource upskilling activities. Proficiency in WFM tools such as IEX, eWFM, Blue Pumpkin, and Calabrio is essential. A good familiarity with Google Spread Sheet, MS Excel, and other MS Office applications is also required for this role.,

As a People Manager in this role, you will be responsible for managing internal and external stakeholders effectively. You will utilize your hands-on experience in generating forecasting, planning, and scheduling using tools such as Excel and WFM tools. Your ability to work on existing or create new capacity plans will be crucial in meeting the requirements of the business. You will play a key role in creating FTE sizing for new/existing businesses, ensuring optimized solutions are provided. Collaboration with various stakeholders to gather inputs from a WFM standpoint will be a part of your responsibilities. By identifying HC & revenue leakages, you will develop plans to close these gaps and identify areas for occupancy optimization. Analyzing multiple dashboards and initiating appropriate action plans will be essential for driving performance improvement projects and implementing new projects effectively. Your role will also involve driving team performance, onboarding, and training in WFM, as well as upskilling resources. Having a good knowledge of WFM tools such as IEX, eWFM, Blue Pumpkin, Calabrio, and familiarity with Google Spread Sheet, MS Excel, and other MS Office Applications will be beneficial. You should be able to think strategically in terms of business opportunity and growth, and be willing to work in a 24*7 environment. Handling pressure and being a natural go-getter are traits that will contribute to your success in this role. Overall, your responsibilities will include forecasting, capacity planning, scheduling, driving team performance, and contributing to the growth and success of the business.,

As a Business Consultant with 5-10 years of experience in Workforce Management (WFM), you will be responsible for project management. Your role will require a deep understanding of WFM tools and experience in all stages of WFM, including Forecasting, capacity planning, rostering, and scheduling. To excel in this role, you must possess aptitude in creative problem-solving, proficiency in MS Office, and familiarity with various WFM software such as Verint, Genesis, Nice IEX, and databases. Your analytical skills, coupled with excellent data collection and analysis capabilities, will be essential for success. Excellent written and verbal communication skills are a must, along with the confidence to work in an individual contributor role. A graduate in any discipline is required, and a Certified Management Consultant certification would be a plus. You should be willing to travel as per business requirements to fulfill the following responsibilities: - Organize and execute assigned business projects for clients according to their requirements. - Meet with clients as needed to assess problematic situations and collect information about their business through various methods. - Analyze and interpret data to identify weaknesses, problems, and root causes. - Formulate recommendations and solutions tailored to clients" needs and limitations, presenting them in concise reports. - Develop detailed business plans for incremental or transformative changes. - Assist clients in implementing plans and resolving any discrepancies. - Provide guidance on issues that may arise during project execution. - Collaborate with the Professional Services team to support project management from a business capability perspective. - Act as a knowledge bridge between internal and external teams. In summary, this role requires a skilled Business Consultant with a strong background in WFM, project management, and client communication. If you are proactive, analytical, and have a passion for driving business improvements, this position offers an exciting opportunity to make a significant impact.,

As a Real Time Analyst (RTA) in our Workforce Management Team, you will be responsible for monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership. Your role will involve driving real-time management performance for In-house contact centers and Vendors, as well as overseeing skilling and priority changes. You will be expected to constantly monitor, track, communicate, and document real-time floor activities to ensure adherence to defined processes. In this position, you will play a key role in approving and plotting real-time schedule exceptions, creating accurate intraday reports, and developing contingency plans for unexpected events. Your ability to conduct root cause analysis and provide operational actions will be crucial in maintaining operational efficiency. Additionally, you will be responsible for publishing intraday reports, attendance tracking, recommending overtime requirements, and fulfilling ad-hoc data analysis requests. To be successful in this role, you should have a minimum of 18 months of experience in a similar position with excellent written and verbal communication skills. Strong interpersonal skills are essential for facilitating cross-geographic interaction, and proficiency in using MS Office applications, Google Sheets, and WFM tools is required. Experience working with Genesys Purecloud will be considered an added benefit, along with possessing good analytical skills and business acumen. The minimum education requirements for this position are an Undergraduate diploma or HSC pass (10+2). If you are someone who thrives in a fast-paced, dynamic environment and has a passion for optimizing real-time performance, we welcome you to apply for this exciting opportunity.,

Hiresquad Resources is urgently seeking a Real Time Analyst (RTA) for an International BPO . If you have a minimum of 12 months of mandatory experience as an RTA in an International BPO, possess strong communication skills, and are proficient with WFM tools, we encourage you to apply for this dynamic role! Key Responsibilities Monitor real-time performance of agents and queues within an International BPO environment. Make immediate adjustments to staffing levels and allocate resources to ensure service level adherence. Analyze real-time data to identify trends, potential issues, and opportunities for optimization. Communicate effectively with operations teams and team leaders to address performance gaps and ensure smooth operations. Utilize WFM tools to track, report, and manage agent activities and queue performance. What We're Looking For Experience: At least 12 months of mandatory experience as a WFM RTA in an International BPO . Tool Knowledge: Proficiency with WFM tools such as IEX, VERINT, AVAYA, and Genesys . Communication: Should have good communication in English . Education: Only Graduates can apply. Flexibility: Willingness to work in rotational shifts and on rotational offs. Perks & Benefits Opportunity to work in a fast-paced, international work environment. Interested in Joining Please note: A notice period of more than a month will absolutely not work , so apply accordingly if you are an immediate joiner or have a maximum of 1 month notice period. Call HR Ankita at +91 8840819455 or email your resume to [HIDDEN TEXT] . Feel free to share this opportunity with friends who are actively looking for jobs!

Job Title: Scheduler - Workforce Management (WFM) Department: WFM Job Summary: The Workforce Management Scheduler is responsible for optimizing staffing levels to meet service demands while ensuring compliance with company policies and regulations. This role involves analyzing claim volumes, forecasting and creating effective schedules for various teams to enhance productivity and efficiency. Key Responsibilities: Forecasting: Analyze historical data to forecast staffing needs and identify trends in call volumes, service requests and operational requirements. Scheduling: Develop and maintain efficient work schedules for staff based on forecasted demand, availability, and employee preferences. Real-time Monitoring: Monitor daily operations to ensure adherence to schedules and make adjustments as necessary to address unexpected changes in workload. Reporting: Generate and analyze reports on staffing metrics, performance, and service levels to provide insights and recommendations for improvement. Collaboration : Work closely with team leaders and managers to understand operational needs and provide staffing solutions that align with business objectives. Compliance: Ensure scheduling practices comply with company HR laws and company policies. Training: Assist in training new staff on scheduling processes and tools, and provide ongoing support to ensure understanding of policies and systems. Continuous Improvement: Identify opportunities for process improvements in workforce management and contribute to the development of best practices. Provide proactive recommendation to improve performance metrics. Qualifications: Bachelors degree in any discipline. Experience and Skill: 6 months and above experience in workforce management function, scheduling or a similar role. - Proficiency in workforce management software and tools. - Strong analytical skills and attention to detail. - Excellent communication and interpersonal skills. - Ability to work in a fast-paced environment and adapt to changing priorities. - Good hands on knowledge of MS Excel WFM Activities Historical data upload Prepare Employee list for schedule generation Addition or deletion of employees HR Import Send credentials to new employees Skill matrix upload Forecasting Capacity Planning/Compute Agents Generate Tasks Schedules – Planning Shift movements for RI and Domi Night Shift Creation Generate Schedules/Assign Processors Check Planning Harmonize Breaks Check Schedules for the month and make corrections/adjustments wherever required Publish Schedules and Reports Schedule Adherence (Daily Activity) Planed leave/Comp Off/Sick Leave approval/rejection (Daily activity) Swap approval/rejection (Daily activity) Interested candidates can share their resumes to neethu.k@mediassist.in

Role Purpose The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. Role: Work Force Management. Shift-24*9(Night) Experience- 2-3 yrs of exp in similar kind of work Roles & Responsibilities: . Good working knowledge of computer i.e., MS-Office. . Excellent verbal & written communication & presentation skills. . Good Interpersonal skills with problem solving approach. . Expert knowledge of service procedures . Good analytical skills for MIS, number crunching & reporting to internal & external customers. . WFM Tools Competency. . Demonstrated Customer Service Skills. Skills Required: Responsible for real time operations management, scheduling, and adherence Analysis of scheduling outputs. Preparing monthly reports for individual accounts. Preparing forecasts for volume, productivity and shrinkages. Maintain headcount planners. Drive performance of the team on the identified metrices of the process Review last 6-8 weeks performance data (RAG) and identify low performers Provide feedback and coach the outliers/ low performers to improve their performance metrices Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers Handhold the employees on performance on process and monitor for improvements Identify training needs for new joiners especially and track their daily progress Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the clients end Stakeholder Interaction & Management Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc. Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account Work with quality team to ensure the quality improvements as per the delivery standards of the contract Provide timely assistance in case of an escalation and support resolution of escalations/ issues Effective Team Management Resourcing Hire adequate and right resources for the team Talent Management Ensure adequate onboarding and training for the team members to enhance capability & effectiveness Build an internal talent pool and ensure their career progression within the organization Manage team attrition Drive diversity in leadership positions Performance Management Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports Ensure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Mandatory Skills: Payment and Fraud( Trust & Safety). Experience: 1-3 Years.