Workforce Management - Real Time Analyst

The candidate will be responsible for the following: 

Manage Call queues using the WFM tools (Cloud or non-cloud customer engagement management tools) Track agent adherence/shrinkage using the WFM tool to track and manage Intra-day staffing and capacity vs requirement and escalate as & when required Monitor agent performance across multiple queues and flag exceptions and status that are beyond the target threshold limit by contacting the respective agent/supervisor and have the required corrections done Change management for Real Time Tracking tool to ensure that defined criteria and threshold align with the operations team’s expectations Provide insights & analytics on drivers impacting Service Levels & Volume Recommend staffing changes to match the call demand & co-ordinate with the WFM Scheduling resource to ensure adequate staffing is maintained Point of contact and liaison with technology regarding system issues and resolution and reporting impacts to service levels Process agent exceptions on tools as per guidelines laid down Create pre-defined reports & ad-hoc reports as per need Communicate effectively with Client, Process management & WFM Team on issues relating to WFM 

Skill Set Requirement: 

Good analytical skills & attention to detail 

Should be capable of handling lots of data in an efficient and effective manner. In-depth understanding of the various call center metrics and their relationship with each other Good knowledge of WFM tools – Amazon Connect, Verint, Chat monitoring tools (Ex, Live Person etc) Avaya CMS & RTA/Intra-day WFM tools (like Verint / IEX / Aspect eWFM, RTA, Avaya CMS etc.) Should be extremely proficient with Excel Should have excellent client handling skills 

Experience & Background: 

Experience of 1-2 years of working as a Real time analyst for an Inbound Process Should have taken calls/chats in a Call center for 1-2 years Knowledge of a WFM tools like Verint / Amazon Connect, Live Person etc. Similar/equivalent tools - IEX / Aspect eWFM, RTA, Avaya CMS etc. Basic use of Excel and reporting skills