Analyst - WFM (Real Time Analyst)

Etraveli Group; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Etraveli Group in Mumbai is seeking a seasoned Workforce Management (WFM) Analyst to monitor queue performance, drive real-time management, and forecast intraday needs for our in-house and vendor contact centers.

You will partner with Operations and WFM leadership, own intraday reporting, schedule exceptions, and develop contingency plans while leveraging MS Office and Google Sheets. Graduate with 4+ years in WFM is required.

Qualifications

• Minimum 4+ years of experience as a Workforce Management (WFM) Analyst.
• Excellent written and verbal communication.
• Strong interpersonal skills for cross-geographic interaction.
• Proficient in MS Office (Word, Excel) and Google Sheets.
• Knowledge of WFM tools; experience with Genesys PureCloud is a plus.
• Good analytical skills and business acumen.
• Graduate in any stream.

Responsibilities

• Monitor queue level performance and report variations.
• Drive real-time management for in-house and vendor centers.
• Drive skilling and priority changes.
• Monitor adherence to defined processes and document intraday activities.
• Approve and plot real-time schedule exceptions.
• Create accurate intraday reports and attendance updates.
• Develop contingency plans for unexpected events.
• Conduct root cause analyses and propose actions.
• Publish intraday reports regularly.
• Provide ad-hoc data analyses and reporting.
• Work extensively on worksheets.

Skills

Communication

Interpersonal skills

MS Office & Google Sheets

Analytical skills

WFM tools

Business acumen

Education

Graduate in any stream

Tools

Genesys PureCloud

Job description

Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.

We partner with major global platforms such as Booking.com, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes Precision, our specialist in travel fintech; Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, serving as the gateway to Etraveli Group’s flight content and fulfillment services; Wenrix, the AI Infrastructure for profitable growth in air; and Flygresor.se, Sweden’s leading flight comparison site. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.

Location

Mumbai

Duties & Responsibilities:

• Monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership
• Drive real time management performance for In-house contact centers and Vendors.
• Drive skilling and priority changes for In-house contact centers and Vendors.
• Would constantly monitor, track, communicate and document real time floor activities in terms of adherence to defined processes.
• Responsible for approving and plotting real- time schedule exceptions, and in creating accurate, timely, and relevant intraday reports.
• Simulating different scenarios, developing contingency plans for unexpected events and invoking those plans when required.
• Ability to conduct root cause analysis and provide operational actions.
• Publish intraday reports and attendance at regular intervals.
• Recommend overtime requirements.
• Provide ad-hoc data and analysis requests and regular reporting.
• Work extensively on worksheets.

Requirements

• Minimum 4+ plus years of experience as a Workforce Management (WFM) Analyst
• Excellent written and verbal communication.
• Strong interpersonal skills to facilitate cross geographic interaction.
• Proficient in using MS Office applications (MS-word, Excel) & Google Sheets.
• Good analytical skills.
• Knowledge of WFM tools required. Experience of working on Genesys Purecloud will be an added benefit.
• Possesses good business acumen
• Education Qualification: Graduate in any stream

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Diversity disclaimer

At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.