WFM Analyst

This position is part of the Client's Workforce Management Team within the Customer Experience Group where we strive "to improve the customer experience and reduce expenses, by applying WFM concepts and best practices that optimize forecasting, scheduling and resource utilization at a holistic level."

This role will assist in scheduling Customer Care agents to the arrival pattern of calls. Additionally, there is real time monitoring of Service Levels, schedule efficiency and other Phone and Messaging KPIs, generating insights, reports, identify root cause for performance gaps and propose solutions for in house and partner operations.

What you will do

• Monitor real time data and make recommend staffing adjustments across global sites to ensure service levels are being met across the business.
• High engagement with Vendor WFM, Operations, and Noida In house operations team to drive performance and WFM practices.
• Identify root cause for performance gaps and recommend solutions to operations.
• Monitor intra-day work volume, real-time staffing, AHT, agent adherence, technology functionality.
• Provide information on employee activity, absences, meetings and other schedule exceptions
• Ensure resources are available to handle real time traffic loads; including BPO partners
• Make appropriate decisions to manage service level while balancing people's needs.
• Establish and maintain communications channels regarding events that impact the call workload
• Proactively plan service delivery by tracking seasonal and ad-hoc changes that impacts volume.
• Oversee daily schedule conflicts, adherence issues, and occupancy concerns and assist with problems in team environment
• Utilize Genesys WFM tool to generate reports
• Create and maintain statistical analysis reports using various applications
• Hourly communication to the team with the plan of action.
• Identify call volume trends and averages on a monthly, quarterly and seasonal basis
• Capture, store and report on historical statistics (service level, occupancy, forecast accuracy, etc.)
• Establish and maintain communications channels regarding events that impact the call workload.
• Oversee daily schedule conflicts, adherence issues, and occupancy concerns and assist with problems in team environment.
• May be called upon to assist with maintaining lines-of-business in the Genesys WFM Software for Client's Customer Experience Teams
• May be called upon to generate and publish reporting on contact center metrics specific to the WFM and Ops point of view

What you need to succeed

• Graduate with strong analytical skills
• Minimum experience of 2 years in Real Time management and updating schedules.
• Ability to influence and persuade other people without direct authority
• Attention to detail & the ability to identify trends in service level performance
• Ability to identify the best course of remedial action to support service delivery
• Exposure to Genesys WFM software or experience with other automated WFM Software, good knowledge on MS office applications
• Ability to multi-task
• Experience of tracking & reporting service performance
• Needs to work in shifts, if needed