Associate - Business Analyst-Workforce Management-WFM
Monitors and manages live operational performance across teams to ensure service level targets are met. Responsible for tracking real-time metrics such as call volume, agent availability, and adherence, and for making immediate adjustments to workforce allocation to optimize efficiency and customer experience.
- Identify opportunities for performance improvement and operational efficiency
- Provide insights and recommendations for strategic decision making
- Monitor and analyze real-time performance metrics and trends
- Generate and distribute real-time reports
- Collaborate with cross-functional teams to align strategies
- Make data-driven recommendations to optimize process
- Drive initiatives to enhance overall operational effectiveness
- Implement and manage real-time adjustments to workflows as necessary
- Continuously evaluate and improve real time monitoring process
- Monitor and drive schedule adherence
- Participate in regular team meetings
- Efficiently manage intra-day staffing and service level
- Communicate effectively with internal and external customers
- Create real-time optimization of activities to meet service level targets
- Perform other duties and assignments as directed
Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.
Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, Genesys, IEX CMS etc.
Minimum of 3-year WFM-RTA experience in a call center inbound voice/outbound process.
Skilled in creating Intraday Plans and delivering insights and strategies to enhance service performance.