CONTINUOUS IMPROVEMENT ANALYST II

TE Connectivity; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

TE Connectivity is seeking a highly skilled WFM analyst to consolidate expertise in Workforce Management KPIs, SQL database management, and data storytelling to improve forecasting and scheduling decisions.

You will prepare reports using SQL, Genesys, and Salesforce; monitor Abandon Rate, Service Level, ASA, and Occupancy; collaborate with IT, WFM, Sales Support, Training and Operations to automate reporting and build predictive dashboards.

Qualifications

• 4+ years of experience in Workforce Management or contact center analytics.
• Proficiency in SQL and reporting.
• Familiarity with contact center metrics.

Responsibilities

• Prepare different kinds of reports using SQL, Genesys, Salesforce and other WFM tools.
• Ensure accurate and timely availability of WFM KPIs like Abandon Rate, Service Level, ASA, Occupancy, Shrinkage, etc.

Skills

WFM analytics

SQL

Contact center metrics

Tools

Genesys

Salesforce

Job description

Job Description:

At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.

Job Overview

We are looking for a highly skilled WFM analyst who brings together expertise in Workforce Management (WFM) KPIs, SQL database management.

Job Requirements

• Prepare different kind of reports using SQL Genesys, Salesforce and other WFM tools.
• Ensure accurate and timely availability of WFM KPIs like Abandon Rate, Service Level, ASA, Occupancy, Shrinkage, etc.
• Partner with WFM teams to enhance forecasting, scheduling, and intraday management capabilities with better data visibility.
• Automate reporting and build data models to enable dashboards and predictive analytics.
• Ensure data accuracy, validation, and performance tuning of pipelines.
• Collaborate with cross-functional teams including IT, WFM, Sales Support, Training and Operations.

Qualifications

• 4+ years of experience in Workforce Management or Contact Center analytics.
• Proficiency in SQL knowledge and prepare different reports.
• Familiarity with contact center metrics.

Competencies

Values: Integrity, Accountability, Inclusion, Innovation, Teamwork

Requirements