Workforce Management (WFM) Real-Time Analyst The Growth Hive

About The Growth Hive

Job Description

Workforce Management (WFM) Real-Time Analyst RTA will be responsible for managing all RTM elated activities & manage seamless flow of business metrics & deliverables. Monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership. Drive real time management performance for In-house contact centers and Vendors. Drive skilling and priority changes for In-house contact centers and Vendors Would constantly monitor, track, communicate and document real time floor activities in terms of adherence to defined processes. Responsible for approving and plotting real- time schedule exceptions, and in creating accurate, timely, and relevant intraday reports. Simulating different scenarios, developing contingency plans for unexpected events and invoking those plans when required. Ability to conduct root cause analysis and provide operational actions. Publish intraday reports and attendance at regular intervals. Recommend overtime requirements. Provide ad-hoc data and regular reporting. Work extensively on worksheets. Skills- Minimum 1.5 years of experience in WFM. Excellent written and verbal communication. Strong interpersonal skills to facilitate cross geographic interaction. Proficient in using MS Office applications (MS-word, Excel) & Google Sheets. Knowledge of WFM tools required. Experience of working on Genesys Purecloud will be an added benefit. Job Type: Full-time Schedule: Rotational shift Work Location: In person,