WFM Real Time Analyst

About the Role

We seek a meticulous and proactive Workforce Management (WFM) Real Time Analyst to oversee live operational performance, assist in workforce scheduling, and maintain consistent service levels. This position requires vigilant monitoring of agent activities in real time, swift response to operational variances, and optimal staffing adjustments to meet dynamic customer service demands.

Key Responsibilities

• Monitor key real-time metrics including adherence to schedules, service levels, average handle time, and agent occupancy rates.
• Track agent availability, breaks, and compliance with scheduled shifts.
• Issue prompt alerts and provide recommendations to team leads or supervisors when deviations occur.
• Collaborate with the scheduling team to adjust workforce numbers reflecting call volume changes or absenteeism.
• Ensure consistency between forecasted workload and actual demand to prevent overstaffing or understaffing.
• Generate and maintain real-time reports and dashboards to support stakeholder decision-making.
• Facilitate incident management by communicating updates, prioritizing response actions, and aiding operational continuity.
• Maintain comprehensive logs on interventions, schedule modifications, and operational irregularities.
• Contribute to continuous improvement by identifying trends and advising on process enhancements.
• Uphold confidentiality and secure data handling protocols when managing operational information.

Work Details

• Location: Goregaon, Mumbai.
• Employment Type: Full-time, Work From Office.
• Shift Timing: Canadian shift with rotational shifts and rotational off days.
• Work Schedule: Five working days per week with two weeks off rotationally.

Eligibility

Open to candidates holding any graduate degree.