Analyst- WFM
Analyst- WFM
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Job Description
Role : Lead WFM RTAYears of experience: 1 YearsLocation: NashikWork Mode: Work from OfficeQualification: Any GraduatesJob Description:Responsibilities: Manages daily operation by assessing operational drivers (Staffing Volume AHT) and outcomes (SLA ASA and ABAN%) and adjusts intraday schedule to meet service goals. Monitors intraday makes decisions provides sound judgement and consults with operation team for recommendations to improve real time performance includes calling for OT/Time off. Produce Real time reports Hourly/ Daily/ Weekly Exception management. Preparing Dashboards in the CRM tools and should be well versed with skilling/Bulk skilling. Produce daily biweekly and monthly reports to ensure adherence to planned activities. Manage all offline activities idle time / Report outage Incident tracking escalations & produce daily biweekly and monthly reports to ensure adherence to planned activities. Assist with creating metrics and targets to meet the SLA goals and highlight performance gaps on planned activities and goals. Performs analysis of data to surface trends and insights using analytical methods Drives changes on the need of the business acts as a resource and POC during contingency events including weather events system outages etc Initiates develops and implements improvements to workflows and processes and participate on special projects. Assist with projects and other duties as requested or assigned.Qualifications/Skillset: Minimum of Diploma 10 2 or Any graduation Knowledge in CRM tools like Avaya Incontact and should be well versed with individual/Bulk skilling. Excellent communication skills with ability to interact with external & internal stakeholders. Experienced in MS Office tools especially Excel and PowerPoint Knowledge in Macros is an added advantage. Must be a highly selfmotivated multitaskoriented team member with ability to selfmanage tasks to completion within structured timeliness and strong technical documentation skills. Must be a team player within the ability to communicate & interact with external & internal stakeholders. Problem solving analytical& logical skills is critical and must have excellent English communication skills
Qualifications :
Bachelors
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
