Wfm Real Time Analyst

TP; Chennai; On-site; INR 391,000 - 781,000; Full time

Job summary

TP in Chennai, India, is seeking a Workforce Management Real-Time Analyst to monitor live metrics and ensure optimal staffing aligned with targets.

You will perform real-time monitoring, adjust schedules, resolve issues, and provide timely insights to support service quality and cost efficiency.

Collaborate with WFM planners and operations to drive process improvements and accurate end-of-day reporting.

Responsibilities

• Real-Time Monitoring: Continuously monitor real-time data and workforce metrics, including call volumes, service levels, and agent availability.
• Schedule Adjustments: Make real-time adjustments to staffing schedules based on current demand, including shift changes, break adjustments, and emergency coverage.
• Issue Resolution: Quickly address and resolve any issues related to staffing, scheduling, or adherence that arise during operational hours.
• Data Analysis and Reporting: Analyze real-time data to identify trends or potential issues impacting service levels and operational performance; provide real-time and end-of-day reports.
• Collaboration and Communication: Work closely with WFM Planners, schedulers, and operational teams to ensure alignment and coordination.
• Process Improvement: Identify opportunities for process improvements in real-time monitoring and response.

Job description

Job Summary:

The Workforce Management (WFM) Real-Time Analyst (RTA) is responsible for monitoring and managing real-time workforce metrics to ensure optimal staffing levels and adherence to operational targets. This role involves making immediate adjustments to schedules, addressing workforce issues as they arise, and providing timely insights to support operational efficiency and service quality.

Key Responsibilities:

1. Real-Time Monitoring:

Continuously monitor real-time data and workforce metrics, including call volumes, service levels, and agent availability.

Track and report on adherence, occupancy, and other performance indicators throughout the day.

2. Schedule Adjustments:

Make real-time adjustments to staffing schedules based on current demand, including shift changes, break adjustments, and emergency coverage.

Communicate schedule changes and adjustments to relevant team members and departments.

3. Issue Resolution:

Quickly address and resolve any issues related to staffing, scheduling, or adherence that arise during operational hours.

Coordinate with supervisors and managers to address any staffing gaps or performance concerns.

4. Data Analysis and Reporting:

Analyze real-time data to identify trends or potential issues impacting service levels and operational performance.

Provide real-time and end-of-day reports on performance metrics, including adherence, service levels, and any anomalies.

5. Collaboration and Communication:

Work closely with WFM Planners, schedulers, and operational teams to ensure alignment and coordination.

Communicate effectively with agents and supervisors regarding schedule changes, adherence issues, and performance expectations.

6. Process Improvement:

Identify opportunities for process improvements in real-time monitoring and response.

Suggest and implement strategies to enhance real-time management practices and overall operational efficiency.