WFM Analyst

Teletext India; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Teletext India Private Limited, Kondapur, Hyderabad, seeks an Analyst with 0.6–3 years experience. You will handle real-time queue management (RTQ), WFM, rostering, and manage large phone queues in a fast-paced contact center environment.

You must be comfortable with rotating shifts, including nights, and have experience in international BPOs with 100–200 member queues and outbound/inbound call activities.

Qualifications

• Experience in Call Center or Contact Center operations.
• International BPO experience preferred.
• Rotational shifts including night shifts required.
• Managed queue of 100-200 members.
• Knowledge of inbound/outbound telephone behaviours.

Responsibilities

• Oversee real-time queue management (RTQ) and intraday planning.
• Utilize WFM to forecast and schedule staffing.
• Create rosters and shift schedules.
• Manage phone queue and generate reports.
• Collaborate with business on RTQM improvements.
• Adapt to UK rotational shift timings.
• Address international market timing requirements.

Skills

Verbal communication

Interpersonal skills

Attention to detail

Night shifts willingness

Education

12th pass

Job description

Hello Everyone,

Greetings from Teletext India Private Limited.

Experience for Analyst: 0.6-3 Years

Work Location: Kondapur

Working Days: 6 Days a week

Shift Timings: UK Rotational

Job Description:

• RTQ (Real Time Queue Management)
• WFM (Work Force Management)
• Rostering & Scheduling
• Managing phone queue and pull reports
• Work with business on building RTQM intraday and through the week
• Ready to work in any shift
• Must have managed 100-200 member queue with 7 days working window.
• Knowledge about Telephone Aux behaviours, outbound, inbound activities.
• Call Centre or Contact Centre operations exposure
• Interpersonal skills to manage the floor
• Exposure to BCRP working and plan the BCRP as needed.
• Exposure to international market and timings

Eligibility:

• Excellent Verbal skills with high attentive while on phone
• Willing to work in rotational shifts including night shifts
• Should carry international BPO experience
• Minimum Qualification : 12+

Why Join Us?

• Direct B2C travel exposure
• Career growth in International Travel Domain