WFM Executive-HO & SUPPORT-Grievance Redressal

                            Internal Job Posting – Real Time Analyst

No Of opening: 1

Location: Mumbai 

Job Grade: M2

Responsibilities

• Ensuring all stand MIS are submitted on timely manner with complete and accurate information as when required by business
• Managing queuing in partnership with Supervisors (COD) by relaying real time concerns on AUX, Talk time adherence
• Should be able to manage/address real time concerns on shop floor
• Understanding various RTA related reports published and leverage them for better monitoring and improving unit productivity
• Determine staffing requirement on real time to open slot for EVM (Overtime)
• Proactively come up with operations to ensure that the administrative task are minimized and centralized reporting is used across all locations
• Ensure Service Level Management with appropriate planning with WFM team
• Publish support plan in coordination with operation team pan India
• Manage Shrinkage utilization
• Experience and proven ability to generate and analyze performance data, define problems, collect data, establish facts draw valid conclusions and recommend action plans to management
• Monitor on daily basis-TAT/Service Level/Schedule Adherence/ Attendance/ Break Exceed/Aux login/Extended Aux/Queues/Call Volume/High ACW

Skills Required

• Good at communication and Comprehension
• Working knowledge of Microsoft excel and other office application
• Enthusiastic and self-Motivated
• People Management
• Ability to work in a dynamic environment
• Strong planning time management and organizational skills