Opening For Workforce Management
- Client Enrich Enlight
- 2 - 6 years
- Pune
- 3 days ago
- Email to a friend
- Report this job
Job Description
WFM Analyst Back Office:
Job Description
Job Summary:
The WFM Analyst is responsible for the tactical planning delivery, monitoring staffing levels at an intraday / day level, proactively providing consultative advice and recommendations to ensure optimal balance of available employees to meet the demands of the business and organizational objectives
Key Responsibilities:
- Scheduling to business specific rules, preference based, multi week performance / rule based schedule bidding
- Workflow & Workload Optimization (Front Office Voice ACDs / Dialer Management & Back Office email / fax / chat / website ++)
- Monthly / Fortnightly / Weekly optimized every week for next week.
- Schedule management of Future Schedule Change & Historical Adherence Exception Management for accurate Analysis
- 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.)
- Data Extraction and update the daily RAP (Review Action Plan governance and engagement tool with Operations) Pack (including commentary and recommendations)
- 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
- Identifies course of action or makes recommendations relating to staffing deviations based on observations (Shift Extensions and Overtime offers, Schedule Adjustments, Skill changes).
- Chairing the daily RAP (Review Action Plan) calls with Operations and completing action items from the call
- Reviewing and Optimizing current day Schedules
- 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
- Identifies course of action and makes recommendations relating to staffing deviations
- Share trends & observations of issues impacting performance of the business
- Ensuring that optimum service level targets are achieved on a monthly, daily / intra-day basis in order to drive up service level consistency performance
- Sharing hourly, daily, weekly and monthly updates to stakeholders
- Variance reporting to enable management to make timely decisions about planned off line activities and outages
- Executes established Business Continuity procedures in times of unexpected outages and incident management events. (i.e. Unplanned System Outages, Fire, Power failures, etc.)
- Ad hoc tasks to support the business
Synopsis
- General understanding of back office metrics
- Strong ability to multi-task and manage competing priorities
- AHT / UPT Analysis
- Strong analytical and problem solving skills
- Heightened attention to details to ensure accuracy in output
- Strong communication skills (verbal and written), to support confident and credible interactions with employees and leaders at multiple levels.
- Excellent with MS Excel, VBA, MS Access, Powerpoint, SQL, PowerBI, etc.
- Proactively identifies and initiates appropriate actions
- Work independently to handle Internal & Customer Requirements by providing timely and Required Reports with Trend Analysis
- Internal & external deadlines are to be met
- To ensure that appropriate quality standards are met.
- To ensure that MIS & Reports data is accurate and robust ensuring that reports are accessible to appropriate audience.
- Liaise with relevant external bodies as appropriate
Position Qualifications: Minimum Qualifications:
- Requiring 3-4 years of strong performance and depth of relevant experience in Contact Centre environments
Professional Skills:
- Proficiency in MS-Excel
- Basic Understanding of Back office dynamics
- Working knowledge of a WFM tool (Genesys, Nice WFM, Aspect eWfm, Verint i360, Teleopti, Avaya Aura, etc.) will be an additional advantage
Job Classification
Industry: BPM / BPOFunctional Area / Department: ConsultingRole Category: Other ConsultingRole: Operations ConsultantEmployement Type: Full timeContact Details:
Company: Client Enrich EnlightLocation(s): Pune
Keyskills: Workforce management WFM Real Time Analysis Work force management RTA
Similar positions
Client Enrich Enlight
ENRICH & ENLIGHT is a recruitment consulting firm established in 2007. Our ultimate aim is creating true value for your business, through the essential core asset of your company - your people. We committed to providing superior value-added service to our clients and candidates alike, thereby...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in