Job Description – Intraday / Workforce Management Analyst

Key Responsibilities:
- Manage real-time intraday contact center operations and workforce performance.
- Monitor queues, SLAs, service levels, and operational KPIs.
- Track and manage schedule adherence, occupancy, and staffing levels.
- Handle exceptions, operational escalations, and real-time performance issues.
- Monitor and optimize call routing and skills-based routing.
- Support workforce scheduling and capacity planning activities.
- Analyze contact center KPIs and identify performance gaps.
- Coordinate with operations and relevant stakeholders for timely issue resolution.

Required Skills & Tools:
- NICE IEX
- Verint
- Genesys Cloud
- Avaya CMS
- Cisco CUIC
- Microsoft Excel
- Power BI – Basic
- SQL – Basic
- Solid analytical, communication, problem-solving, and decision-making skills.
- similar role within an insurance industry contact center.
- Strong understanding of IEX (Interactive experience) platform and its applications in WFM (Workforce Management).
- Proficiency in RTA (Real-Time Analysis) tools such as Verint or similar systems.

📌 WFM-RTA || (Thane)
🏢 TP
📍 Thane