Workforce Senior Specialist II (Real-Time Adherence) - Mumbai

Are you ready to join the team that is responsible for identifying the needs of call-center lines of businesses and optimizing service levels in real-time? Our team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking and solution-oriented members.

As a Workforce Senior Specialist II on the Real-Time Adherence team within Workforce Planning, you will be responsible for the real-time monitoring and day-to-day service levels for multiple lines of businesses under Consumer & Community Banking. 

Job Responsibilities:

• Entering and reporting schedule and exception activity, providing management with performance reports relating to forecasting, scheduling, service level and specialist performance, while using eWorkforce Management (eWFM), Real Time Adherence (RTA), and/or other various software applications to perform duties. Real time monitoring of service level.
• Identify need to increase or decrease off-phone time and employee movement in order to optimize service levels, communicate changes to call center management, and then implement changes as required
• Plan and influence the participation of all off-phone activities for specialist meetings, coaching, and department initiatives.
• Maintain real time schedules and complete real time analysis
• Faciliate daily status calls with the business
• Supports business with Tier 1 troubleshooting for business interruption and escalation as appropriate

Required Qualifications, Capabilities, and Skills:   

• 2+ years’ experience in Workforce as an Real Time Analyst.
• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
• Excellent written and oral communication skills
• Strength in quantitative analysis, critical thinking, problem solving, and innovation
• Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
• Must be flexible with work schedule to accommodate business needs
• Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
• High proficiency in Microsoft Office products (Excel, Word, PowerPoint, etc.)

Preferred Qualifications, Capabilities, and Skills:   

• Proficiency with eWFM scheduling software and/or WFO
• Experience with Automatic Call Distribution (ACD) and/or Call Management System (RTP/Pulse) systems and reports
• College degree or similar work experience preferred.
• Preferred skills like VBA, Macro, Tableau & Alteryx.