Analyst Intraday Optimization

Empower India; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Empower India is shaping financial lives by empowering our people with flexible work, fluid career paths, and an inclusive culture in Bengaluru. The Analyst intraday optimization role supports the Bangalore back-office, updating schedules and handling planned and unplanned absence requests to keep operations running smoothly.

You will monitor productivity, perform root-cause analysis on gaps, and collaborate with workforce, operations, and stakeholders to close gaps.

Qualifications

• Bachelor’s degree; certifications in workforce management are a plus.
• 2–5 years of WFM experience in a similar role, with real-time adherence and same-day scheduling.
• Experience with Verint, Calabrio, Genesys, Cisco, Amazon, Five9 is preferred.

Responsibilities

• Update schedules for the Bangalore back-office team.
• Manage planned and unplanned absence requests and role/status updates.
• Monitor systems impacting productivity and support ad hoc reporting.
• Perform root-cause analysis on productivity gaps and propose solutions.

Skills

Workforce management

Scheduling & adherence

Education

Bachelor's degree

Tools

Verint

Calabrio

Genesys

Cisco

Amazon

Five9

Job description

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.

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.