WFM/RTA Analyst

Ghrs Training

2 - 7 years

2 - 7 Lacs

mangalore karnataka india

Posted:22 hours ago| Platform: Foundit logo

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Skills Required

wfm/rta capacity planning scheduling shrinkage occupancy

Work Mode

On-site

Job Type

Full Time

Job Description

Ghrs Training

Key Responsibilities:

Perform
Real-time analysis
of contact center performance, identifying and addressing deviations from planned metrics.
Monitor agent adherence, queues, and service levels, taking immediate action to maintain operational efficiency.
Contribute to
Capacity Planning
by analyzing historical data and forecasting future staffing needs to meet service level agreements.
Develop and manage agent
Scheduling
, ensuring optimal coverage and resource allocation across various channels.
Track and report on key WFM metrics such as
Shrinkage
and
Occupancy
, providing insights for improvement.
Collaborate with operations teams to implement strategies for enhancing productivity and efficiency.
Generate and analyze reports on WFM performance, presenting findings and recommendations to stakeholders.

About You:

You have
2 years of experience in WFM/RTA
(Workforce Management/Real-Time Analysis).
You possess strong skills in
Real-time analysis, Capacity Planning, Scheduling, Shrinkage, and Occupancy
.
You are analytical, detail-oriented, and capable of making quick, informed decisions in a fast-paced environment.
You have excellent communication skills, with the ability to collaborate effectively with various teams.

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