Sr. Analyst - WFM RTA

Ex; India; On-site; INR 420,000 - 540,000; Full time

Job summary

Ex in Noida, India, is seeking an experienced Workforce Management professional to oversee intra-day operations for a voice-support center. You will drive staffing, monitor SLAs, and deliver real-time reports, collaborating with internal teams and external clients.

The role requires strong Excel, data analysis, and effective communication to ensure business service levels are met and maintained.

Qualifications

• Minimum of 2 years of WFM experience in a call center inbound voice process.
• Strong Excel skills to scrub, dissect and shape data, create customized reports.
• Excellent verbal and written communication.

Responsibilities

• Efficiently manage intra-day staffing and service level.
• Provide timely, accurate reports on intra-day performance.
• Monitor and drive schedule adherence.
• Communicate effectively with internal and external customers.
• Perform other duties and assignments as directed.

Skills

Excel proficiency

Data analysis

Reporting skills

Communication

Attention to detail

Prioritization

Time management

Analytical thinking

Problem solving

Tools

Excel

eWFM

Verint/BluePumpkin

IEX

Avaya CMS

Job description

Basic Functions

Responsible for intra-day management processes for operations located in Noida – India & Philippines. To achieve business service level objectives efficiently.

Role & Responsibilities

• Efficiently manage intra-day staffing and service level.
• Provide timely, accurate reports on intra-day performance.
• Monitor and drive schedule adherence.
• Communicate effectively with internal and external customers.
• Perform other duties and assignments as directed.

General Skills

• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
• Solid critical thinking, problem solving, and interpersonal skills.
• Demonstrates ability to give and receive feedback with peers and business partners.
• Must demonstrate sound arithmetic, analytical and problem solving ability.
• Excellent verbal, written and comprehension skills.

Technical Skills

• Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.
• Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, Avaya CMS etc.

Work Experience Requirements

• Minimum of 2-year WFM experience in a call center inbound voice process