Senior Real Time Analyst (WFM Managed Services)
- IntouchCX
- 3 - 8 years
- Hyderabad
- 4 months ago
- Email to a friend
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Job Description
About the Job
The Senior Real Time Analyst position will be responsible for providing Workforce Management (WFM) as a service (RTA role) for a client command center. This person will be managing the vendor network.
As Senior Real Time Analyst (RTA), You Will
Act as shift point of contact:
- Overlook the team in the absence of the Manager/Supervisor
- Conduct RTA huddles and pass updates to the team
- Act as SME and train new members in the team
Queue management:
- Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day
- Situational management (vendor level)
- BCP situations: Tools issues, WFM Systems issues, etc.
- Routing / downtime issues - Create and manage war room o Make announcements about outages on respective client tools.
- Intraday Management
- Facilitate daily syncs with clients/vendors to review performance
- Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels)
- Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing
- Approve and push extra time/VTO/off phone requests by vendors
- Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance
- Perform root cause analysis (end of day) & provide updates to enterprise network & leadership team
Reporting:
- Track daily/weekly/monthly performance and provide context on the following metrics:
- Service Level/ASA
- Shrinkage/Absenteeism
- EOD reports
Additional tasks:
- Provide regular feedback to the planning and scheduling team
As Senior Real Time Analyst (RTA), You Have
- A University education with a technical background (mathematical or statistical course desirable) is preferred
- 3+ years previous call center experience required
- Minimum 1 year WorkForce Management experience is required
- Previous work experience working with Global vendors is considered an asset
- Advanced level of MS Excel/Google sheets
- Pivot Tables
- V-Lookup/X-Lookup
- Index/Match
- Ability to create charts/graphs
- 1+ years of previous experience with any WFM tools is required
- NICE IEX
- Aspect eWFM
- Verint
- Calabrio
- Knowledge of programming / Tableau will be an asset
- Excel/BI/Reporting tools certifications will be an asset
- Good communication skills,local language and English (required)
- Additional languages would be an asset
- Ability to identify emerging trends, measure impact on the business and use good judgment
- Experience in facilitating meetings
- Proactively distill and analyze data, charts, and graphs into actionable insights & present recommendations to stakeholders and other audiences
- Able to collaborate with clients cross-functional teams and vendor RTA teams
- Clear and concise, written and verbal communication (in English)
- Fundamental understanding of call center metrics
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Technical Support - Non VoiceEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: bi workforce management root cause analysis tableau wfm macros data analysis mis reporting forecasting rostering blue pumpkin avaya cms verint real time analysis capacity planning vba ewfm advanced excel mis aspect avaya shrinkage rta
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