Workforce Management Analyst

TCS BPS IS HIRING FOR WFM ANALYST FOR HYDERABAD/PUNE/MUMBAI!

Kindly go through the norms below and apply only if its relevant.

Job Role: WFM Analyst

Job Location: Hyderabad/Pune/Mumbai

Experience required:

• Requiring 3-4 years of strong performance and depth of relevant experience in Contact Centre environments
• Workflow & Workload Optimization (Front Office Voice ACDs / Dialer Management & Back Office e-mail / fax / chat / website ++)
• Monthly / Fortnightly / Weekly optimized every week for next week.
• Monitoring shrinkage, schedule adherence, variance reports of daily traffic volumes, headcount analysis, real time performance
• Monitors call routing; reviews and provides recommendations for optimal intervals on all real-time non-phone activities (training, meetings, coaching, etc.). Service Delivery by Real time Adherence & Intervention / escalation
• Start with daily Review Action Plan (RAP) & Monitoring through day
• Prepare root cause analysis of SL performance, staffing and update reasons for aberrations for previous day. Analyzing forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels

Job Requirement:

• Any full-time graduate (10+2+3)
• Immediate joiners/30 Days' Notice
• Mode of Salary credit should be through banks from all the employers (No cash in hand)
• All educational and employment documents are mandatory to have
• Should be comfortable with rotational week offs & rotational shifts

Skill Requirement:

• Excellent Communication skills
• Proficiency in MS-Excel
• Working knowledge of a WFM tool (Genesys, Nice WFM, Aspect eWfm, Verint i360, Teleopti, Avaya Aura, etc.)

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