Job Brief
- Should have 1-2 years of WFM experience in Contact Center Environment as a Intraday Analyst / RTM (Real-Time Queue Monitoring)Experience and understanding of contact center dynamics, including staffing, queues.
- Effectively coordinating with all stake holders in order to plan & deliver effective schedules for Voice and Non-Voice Business.
- Manages changes to scheduling to ensure adequate daily resource coverage.
- Maintain business outage/Downtime tracker.
- Monitor attendance and schedule adherence.
- Responsible for optimum utilization of Resources & improve Staffing Efficiency on a real time basis.
- Good working experience on MS Excel and Macros.
- Responsible for data collection, sorting & generating MIS.
- Creating reports which gives clear picture of hourly, daily and Monthly agent wise performance.
- Ensuring Turn around Time & accuracy / Quality.




- Should have knowledge of Dashboards, automation.
- Cater to real time ad-hoc requests as and when required.
- Ability to work alone with minimum supervision and with others in a team setting, occasionally under time pressure and on several tasks at the same time.

Preferred candidate profile
- Should be comfortable with 24*7 shifts.
- Efficiency on a real-time basis.
- Real-time Queue Monitoring and Management
- Intraday Analyst in Call Center environment
- Creating reports which gives clear picture of hourly, daily and Monthly performance.
- Monitor attendance and schedule adherence.
- Well-versed with MS Excel, Macros, Outlook.

📌 WFM - Analyst (Chennai)
🏢 iOpex
📍 Chennai