WFM Real Time Analyst I

• Real-Time Monitoring: Continuously monitor various operational metrics and key performance indicators (KPIs) in real-time to ensure that service levels are being met and operational goals are achieved.
  
• Schedule Adherence: Monitor agent adherence to schedules, including breaks, lunches, and other activities, and take corrective actions to address any deviations to ensure smooth operations.
  
• Intraday Management: Make on-the-fly adjustments to schedules based on changing call volume patterns, agent availability, and other operational dynamics to optimize staffing levels.
  
• Service Level Management: Analyze real-time data to ensure that service level agreements (SLAs) and other performance targets are being met and implement strategies to maintain or improve them.
  
• Performance Reporting: Generate and distribute regular and ad hoc reports that provide insights into operational performance, agent productivity, and other relevant metrics.
  
• Workforce Forecasting: Collaborate with other teams to develop short-term and long-term workforce forecasts based on historical data, trends, and upcoming events.
  
• Scheduling: Create, modify, and manage staff schedules that align with call volume forecasts, agent availability, and business requirements.
  
• Communication: Maintain effective communication with supervisors, managers, and agents to ensure everyone is aware of schedule changes, performance targets, and operational updates.
  
• Emergency Response: Address unexpected disruptions, such as technical issues or staff shortages, by making quick decisions to minimize their impact on service levels.
  
• Data Analysis: Utilize statistical techniques, predictive modeling, and data analysis to identify trends, patterns, and areas for improvement in operational efficiency.
  
• Collaboration: Collaborate with various teams, including operations, training, and management
  
• Process Improvement: Continuously seek opportunities to improve scheduling processes, real time monitoring techniques, and other aspects of workforce management.
  
• Technology Utilization: Leverage workforce management tools, software, and reporting systems to optimize scheduling and real-time decision-making.
  
• Adaptability: Be prepared to adapt to unexpected changes, emergencies, and varying call volume patterns while maintaining service levels and agent satisfaction.
  
• Training and Development: Provide training and guidance to agents and supervisors on schedule adherence, performance expectations, and best practices for maintaining operational efficiency.
  

Requirements

• Bachelor of Science in Statistics, Computer science, Mathematics, Finance, general business, Accounting, or a related field
  
• Minimum of 1 years' experience in real time management and monitoring
  
• Previous experience in customer service is desirable
  
• Great people skills
  
• Should be flexible to work in shifts both day and night
  
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  
• Knowledge and experience in reading, analyzing, and interpreting reports and support procedures
  
• Ability to effectively present information and respond to questions from management, peers and customers
  
• Ability to handle service delivery and service assurance processes and structures in a large environment
  
• Self-driven, customer centric and team player
  
• Proactive and self – motivated
  

We thank all applicants for their interest. However, due to the large volume of applications we receive, only shortlisted candidates will be contacted.