WFM Analyst

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What We Offer

Transportation allowance
Canteen Subsidy
Night Shift allowance as per the process
Schedule Attendance Bonus
Health Insurance
Tuition Reimbursement
Incentive components campaign wise
Work-Life Balance Initiatives
Rewards & Recognition

What You’ll Be Doing

To analyze 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
Responsible for developing long-term, short-term, and interval-level forecasts as well as capacity plans for multiple contact types based on client input and historical data using spreadsheet templates, statistical modeling software, and other tools.
Ensure all required WFA data is tracked and trended on a continuous basis.
Interface with Account Leaders/Director-Operations as needed for escalation of service impacting issues.
Coordinates with the Director of Operations to interface with the client and handle account management issues.
To work with Operations to develop processes for vacation and other schedule exceptions that maintains the employee needs/Client requirements balance.
Provide staffing requirements, hiring plans, and training plans to the management for multiple accounts, which are complex in nature
Explanation of crucial business metrics and their importance to the leaders like – Non-Conformance, Schedule Adherence, etc.
Responsible for monitoring schedule adherence variance, daily traffic volumes, headcount analysis, real-time performance
Daily MIS Reporting to the management, preparing critical reports such as QBR (Quarterly Business Review), Weekly Client Review, Queue Summary report, Attrition report, Process team Alignment report, Contest reports, process-based performance pay (PBPP) for the process.
Maintain the historical volume’s file to ensure data integrity and up to date parameter
Generating process performance report on a Daily/weekly/monthly basis to display the performance charts to the internal (operations) & external clients.
Publishing the All Hourly / Half Hourly & EOD reports.
Real-Time Aux (Working / Non-Working) & Service Level Management as per the business requirement.
Launching the downtime in real-time and sharing the Lost Agent Minute Tracker with Higher Management & clients.
Monitoring programs for Real-Time Adherence, Schedule Adherence, WorkForce Management Functions.

We Expect You To Have

Attention to detail.
Drive and ability to deliver excellent customer service to both internal and external customers.
Ability to work independently & able to exercise strict confidentiality.