Analyst - WFM (Real Time Analyst) (Mumbai)

Etraveli Group; Mumbai City; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Etraveli Group in Mumbai is seeking a Workforce Management (WFM) Analyst to monitor queue levels, drive real-time performance, and manage intraday schedules for in-house and vendor contact centers.

You will use MS Office, Excel and Google Sheets to publish intraday reports, conduct root-cause analysis, and support contingency planning. A graduate with 1.5+ years in WFM is required, with strong communication and data skills.

Qualifications

• Minimum 1.5 years of experience as a Workforce Management Analyst.
• Excellent written and verbal communication.
• Proficient in MS Office and Google Sheets.
• Knowledge of WFM tools; Genesys PureCloud is a plus.
• Graduate degree in any stream.

Responsibilities

• Monitor queue level performance and report variations from forecast to Operations and WFM leadership.
• Drive real time management performance for in-house and vendor contact centers.
• Skilling and priority changes for centers based on needs.
• Monitor and document real time floor activities and adherence to processes.
• Approve and plot intraday schedule exceptions and produce timely reports.
• Simulate scenarios and develop contingency plans for events.
• Conduct root cause analysis and propose operational actions.
• Publish intraday reports and attendance at regular intervals.
• Recommend overtime requirements and provide ad-hoc data requests.
• Work extensively with worksheets to manage data.

Skills

MS Office

Excel

Google Sheets

Communication skills

Analytical skills

WFM tools

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 Groups flight content and fulfillment services; Wenrix, the AI Infrastructure for profitable growth in air; and Flygresor.se, Swedens 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 industrys 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.

Requirment

• Minimum 1.5 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 positive business acumen
• Education Qualification: Graduate in any stream

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. .