Workforce Services Senior Analyst

 About The Role  

Skill required: Trust & Safety - Workforce Management (WFM)

Designation: Workforce Services Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years

What would you do? Enables a superior brand experience , accelerates responsible growth and creates a secure environment. "Transaction Monitoring involves overseeing financial transactions to detect and prevent suspicious activities, such as fraud or money laundering. This includes analyzing transaction data, identifying unusual patterns, and reporting potential issues. The goal is to ensure compliance with regulatory requirements and protect the organization from financial crimes. Responsibilities include using monitoring tools, conducting investigations, and maintaining accurate records. This role is crucial for maintaining the integrity and security of financial operations. Key activities involves- Alter review & investigation, Transaction Analysis, Suspicious Activity reporting, Compliance and regulatory adherance & Case management."An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.

What are we looking for?

Demonstrate sound work ethic

Must have advanced level Microsoft Excel/Word/Powerpoint and Google Sheet/Doc

Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin or similar tool will be an added asset

Ability to create reports in Excel/Sheet and forecast results

Attention to detail and high level of accuracy

Ability to multi-task, focus and complete reports for extended periods of time

Previous call center experience required

Ability to take initiative

Flexible team player with a positive attitude

Must have good time management with the ability to work with minimal supervision and under tight timelines

Capable of managing multiple, simultaneous projects

Must be friendly and professional with a positive attitude

Organized with the ability to quickly and effectively adapt to change

Excellent attendance record

Able to communicate professionally - oral and written

Problem solving skills

Complete Work from Office

Should be flexible for rotational shift to cover 24 hrs window

Roles and Responsibilities:

Manage the call volume, daily attendance and program break schedules

Assist with creation of metrics and targets for services

Work closely with the operations team to analyze and help improve their delivery processes

Generate ideas for process and service improvement planning

Produce daily, biweekly and monthly internal reports

Use trends and reports to forecast requirements

Assist with projects and other duties as requested or assigned
 Qualification Any Graduation