WFM - Analyst

iOPEX; Chennai District; On-site; INR 350,000 - 700,000; Full time

Job summary

iOPEX is seeking a hands-on Intraday Analyst/RTM specialist with 1-2 years of WFM experience in a Contact Center environment. The role focuses on real-time queue monitoring, staffing optimization, and delivering accurate MIS reports using MS Excel and Macros.

You will coordinate with stakeholders to plan schedules for Voice and Non-Voice operations, monitor attendance and adherence, and support ad-hoc real-time requests to ensure efficient resource utilization.

Qualifications

• Should have 1-2 years of WFM experience in a Contact Center environment as an Intraday Analyst / RTM (Real-Time Queue Monitoring).
• Understanding of contact center dynamics, including staffing and queues.
• Ability to coordinate with stakeholders to plan and deliver effective schedules for Voice and Non-Voice business.
• Manage changes to scheduling to ensure adequate daily resource coverage and track outages.
• Monitor attendance and schedule adherence; optimize resource utilization in real time.
• Strong MS Excel and Macros skills; data collection, sorting and MIS generation required.
• Create hourly/daily/monthly performance reports and dashboards to illustrate agent performance.
• Ensure turnaround time and accuracy/quality; support real-time ad-hoc requests.

Responsibilities

• Plan and deliver schedules for Voice and Non-Voice lines based on real-time requirements.
• Monitor attendance and schedule adherence to maintain coverage.
• Maintain outage/downtime tracker and adjust schedules as needed.
• Develop MIS reports and dashboards for hourly, daily and monthly performance.
• Coordinate with stakeholders to optimize staffing and resource utilization in real time.
• Handle ad-hoc requests and ensure data accuracy and turnaround times.

Skills

WFM experience

Intraday analyst

Real-Time Queue Monitoring

Staffing optimization

MS Excel

Macros

MIS reporting

Dashboards

Automation

Attention to detail

Tools

MS Excel

Outlook

Job description

Job Brief

• Should have 1-2 years of WFM experience in Contact Center Environment as a Intraday Analyst / RTM (Real-Time Queue Monitoring)Experience and understanding of contact center dynamics, including staffing, queues.
• Effectively coordinating with all stake holders in order to plan & deliver effective schedules for Voice and Non-Voice Business.
• Manages changes to scheduling to ensure adequate daily resource coverage.
• Maintain business outage/Downtime tracker.
• Monitor attendance and schedule adherence.
• Responsible for optimum utilization of Resources & improve Staffing Efficiency on a real time basis.
• Good working experience on MS Excel and Macros.
• Responsible for data collection, sorting & generating MIS.
• Creating reports which gives clear picture of hourly, daily and Monthly agent wise performance.
• Ensuring Turn around Time & accuracy / Quality.
• Should have knowledge of Dashboards, automation.
• Cater to real time ad-hoc requests as and when required.
• Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.

Preferred candidate profile

• Should be comfortable with 24*7 shifts.
• Efficiency on a real-time basis.
• Real-time Queue Monitoring and Management
• Intraday Analyst in Call Center environment
• Creating reports which gives clear picture of hourly, daily and Monthly performance.
• Monitor attendance and schedule adherence.
• Well-versed with MS Excel, Macros, Outlook.