Work Force Management- SME @ Izee Manpower

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Work Force Management- SME

Izee Manpower
50 Positions
Noida, Gurugram
2 months ago
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Job Description

IZee Manpower is Hiring for their Client Real Time Analyst (RTA) /Work Force Management (WFM)

Location: Gurgaon
Experience Required: Minimum 3+ Years

Availability: only Immediate to 15 Days

Roles & Responsibilities:

Monitor and manage Service Level Agreements (SLA) as per process Statement of Work (SOW).
Conduct Root Cause Analysis (RCA) for SLA deviations (Intraday and EOD) and share timely insights with Ops/WFM leadership.
Track Agent and Site-level performance, including schedules, schedule adherence, and shrinkage (in-office and out-of-office).
Manage and optimize Non-Productive Activities (NPA) and associate breaks to avoid SLA impact.
Maintain records of exception inputs shared by Operations for RCA purposes.
Monitor and report outages/downtime to leadership via outage tracker.
Collaborate with Operations to drive corrective action plans and prevent repeat SLA issues.
Prepare and share daily/hourly performance reports, attendance, attrition, and other business reports with zero errors.
Support ad-hoc reporting and data requests as required.
Challenge existing processes and propose innovative improvement ideas.
Identify anomalies and escalate to Ops/WFM leadership effectively.

Key Skills Required:

Real Time Monitoring & Workforce Management (WFM)
SLA Management & Root Cause Analysis
Reporting and Data Accuracy
Stakeholder Communication & Coordination
Analytical Thinking & Process Improvement

Interested candidates can share their resume at:

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Employement Category:

Employement Type: Full time
Industry: BPO / Call Center
Role Category: Back Office Operations
Functional Area: Not Specified
Role/Responsibilies: Work Force Management- SME

Contact Details:

Company: Izee Manpower
Location(s): Noida, Gurugram

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Keyskills: real time monitoring process improvement workforce management

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Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

Add social media [ + ]

Create password

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Izee Manpower

Izee Manpower is a leading professional organization servicing a host of fortune 500 clients across verticals and training expertise in soft skills communication and personality development.

Work Force Management- SME @ Izee Manpower

Home > Back Office Operations