Analyst Intraday Optimization

Empower Global Business Services India Private Limited; Bengaluru; Hybride; INR 700 000 - 1 000 000; Plein temps

Résumé du poste

Empower Global Business Services India Private Limited in Bengaluru is seeking an Intraday Optimization Analyst to ensure optimal productivity for the Bangalore back-office team and liaison between Workforce Management and business units.

You will update schedules, manage planned and unplanned absences, monitor staff status, support the queue with operations, and perform root-cause analysis to close productivity gaps. A Bachelor’s degree and 2–5 years in WFM are required.

Qualifications

• Bachelor’s degree required; additional certifications beneficial.
• 2–5 years of Workforce Management experience in a similar role.
• Experience with WFO and telephony software focusing on real-time adherence and scheduling.
• Experience with Verint, Calabrio, Genesys, Cisco, Amazon, Five9 preferred.

Responsabilités

• Update schedules for the Bangalore back-office team.
• Manage requests for planned absences and updates from unplanned absences.
• Monitor employee status or role during business hours.
• Support the queue through collaboration with workforce/ops.
• Monitor system issues that impact productivity and perform root-cause analysis to close gaps.

Connaissances

Workforce Management

Scheduling

Real-time adherence

Stakeholder communication

Data analysis

Formation

Bachelor's degree

Outils

Verint

Calabrio

Genesys

Cisco

Amazon

Five9

Description du poste

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them. Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The Intraday Optimization Analyst will provide support to our teams in Bangalore and ensure that the teams have optimal productivity and act as a liason between Workforce Management and businesses.

Essential Functions: The Analyst intraday optimization accountabilities would include updating schedules for the Bangalore back-office team and ensure that the requests for planned absences and updates resulting from unplanned absences (i.e. sick, rescheduled training, etc.). When staffed during business hours, additional accountabilities include updates to an employee’s status or role, supporting the queue through collaboration with workforce/ops, monitoring the email inbox, and ad hoc reporting. This role would monitor any system issues that would impact the Bangalore office’s productivity. Do root case analysis on productivity gaps. Collaborate with stakeholders and create solutions to close the gaps.

Qualifications: EDUCATION: Bachelor’s degree (additional certifications or specializations in relevant areas are beneficial) EXPERIENCE: 2-5 years of Workforce Management experience in a similar role. Workforce Management Experience with next generation WFO and Telephony software with a focus on Real time adherence, same day scheduling and skilling adjustments and profile maintenance an asset. (examples include but not limited to Verint, Calabrio, Genesys, Cisco, Amazon, Five9).

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job. The employer has the right to revise this job description at any time. You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description. You may be required perform other duties that are not included on this job description. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.

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Remote and Hybrid Positions For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment will be provided. You may be required to work in the office if you do not have an adequate homework environment and the required internet connection.

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