- Monitor SLA, ASA, Abandonment, Occupancy, AHT, Queue Time and Service Levels.
- Compare forecast vs actual volume trends.
- Identify staffing shortages and surpluses.
- Execute intraday recovery plans.
- Monitor agent schedule adherence.
- Track late login, extended breaks and offline exceptions.
- Escalate adherence breaches to Operations.
- Maintain adherence governance reporting.
Skills Required
- Robust understanding of SLA, ASA, Occupancy and AHT.
- Advanced Excel.
- Real-time management tools.
- Decision making under pressure.
- Stakeholder communication.
Experience
- 2-5 years of WFM experience.
- Voice Contact Center experience preferred.
Interested Please Contact Krishna-(phone hidden)
📌 Immediate Opening For Real Time Analyst-Pune
🏢 Wipro
📍 Pune