Job highlights

- . Possesses good business acumen . Education Qualification: Graduate in any stream .
- . Simulating different scenarios,developing contingency plans for unexpected events and invoking those plans when required
- Minimum 5 years of experience as a Workforce Management (WFM) Analyst .
- . Proficient in using MS Office applications (MS-word,Excel) Google Sheets
- Monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership.
- Drive real time management performance for In-house contact centers and Vendors.
- Drive skilling and priority changes for In-house contact centers and Vendors.
- Would constantly monitor, track, communicate and document real time floor activities in terms of adherence to defined processes.
- Responsible for approving and plotting real- time schedule exceptions, and in creating accurate, timely, and relevant intraday reports.
- Simulating different scenarios,



developing contingency plans for unexpected events and invoking those plans when required.
- Ability to conduct root cause analysis and provide operational actions.
- Publish intraday reports and attendance at regular intervals.
- Recommend overtime requirements.
- Provide ad-hoc data and analysis requests and regular reporting.
- Work extensively on worksheets.

Requirment

- Minimum 1.5 years of experience as a Workforce Management (WFM) Analyst
- Excellent written and verbal communication.
- Robust interpersonal skills to facilitate cross geographic interaction.
- Proficient in using MS Office applications (MS-word, Excel) Google Sheets.
- Good analytical skills.
- Knowledge of WFM tools required. Experience of working on Genesys Purecloud will be an added benefit.
- Possesses good business acumen
- Education Qualification: Graduate in any stream

📌 Analyst - WFM ( Real Time Analyst ) (Mumbai)
🏢 Etraveli Group
📍 Mumbai