WFM Analyst

Job Location: Hyderabad, Mumbai, Pune WFM Analyst is responsible for the tactical planning delivery, monitoring staffing levels at an intraday level. Scheduling to business specific rules, preference based, multi week performance / rule based schedule bidding Workflow & Workload Optimization (Front Office Voice ACDs / Dialer Management & Back Office email / fax / chat / website ++) Monthly / Fortnightly / Weekly optimized every week for next week. Monitoring shrinkage, schedule adherence, variance reports of daily traffic volumes, headcount analysis, real time performance Monitors call routing; reviews and provides recommendations for optimal intervals on all real-time non-phone activities (training, meetings, coaching, etc.) .Service Delivery by Real time Adherence & Intervention / escalation Start with daily Review Action Plan (RAP) & Monitoring through day Prepare root cause analysis of SL performance, staffing and update reasons for aberrations for previous day.Analyzing forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels Position Qualifications: Requiring 3-4 years of strong performance and depth of relevant experience in Contact Centre environments Professional Skills: Proficiency in MS-Excel Working knowledge of a WFM tool (Genesys, Nice WFM, Aspect eWfm, Verint i360, Teleopti, Avaya Aura, etc.) will be an additional advantage