Workforce Management - Real Time Analyst
Workforce Management - Real Time Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
Requirements:
- Candidate must possess at least a Bachelors/College Degree
- 1 year minimum experience in Workforce Management
- Excellent skills in scheduling and realtime time management a must
- Detail oriented with ability to deliver project deliverables with little supervision
- Excellent written verbal and email skills with the ability to interface effectively with individuals at various level
- Flexible and willing to work in shift schedules
Responsibilities:
- Regularly performs volume and performance analysis and proactively communicate possible
impacts to business - Supports management with all necessary reports and planning models to facilitate the process
of decision making - Monitors actual activities and compare it to plan and make recommendations for immediate
changes - Staff the appropriate number of agents at the proper time based on recent/historical capacity
drivers - Ensures that preplanned activities are being scheduled in advance and communicated
effectively - Adjust the schedules accordingly based on the actual scenarios and provide overtime
requirements/voluntary time off to ensure efficient and effective staffing - Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
Technical Skills:
- Very proficient with Microsoft Excel
- Ability to scrub dissect and shape data create customized reports.
- Good knowledge of any WFM systems such as eWFM Blue Pumpkin/Impact 360 IEX etc
- Create forecasts schedules and IDPs run scenarios inside a WFM tool.
Employment Type
Full Time
