Job highlights
. Possesses valuable 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.
Valuable 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