Wfm Rta Analyst

Lumina Datamatics; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Lumina Datamatics in Mumbai is seeking a Real-Time Analyst (RTA) with 2+ years of hands-on experience in IEX and CXOne to oversee all real-time WFM activities and ensure client goals are met.

The role requires strong Excel skills, familiarity with Verint, Genesys, Aspect and Calabrio, and the ability to analyze volume trends, produce daily to monthly reports, and flex shifts for a 24x7 operation.

Qualifications

• 2+ years of RTA Experience with hands-on experience of IEX and CXOne.
• Oversee all real-time WFM activities to ensure operational and client goals are met.
• Implement analysis and reporting via WFM tools available.
• Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team.
• Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
• Reporting of information such as call volumes, SL and abandon rates as and when required by the business.
• Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.
• Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook.
• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
• Clear communication skills to manage client and stakeholder conversations.
• Team player as well as a skilled individual contributor.
• Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.

Responsibilities

• Oversee all real-time WFM activities to ensure operational and client goals are met.
• Implement analysis and reporting via WFM tools available.
• Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team.
• Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
• Reporting of information such as call volumes, SL and abandon rates as and when required by the business.
• Clear communication with clients and stakeholders; collaborate across teams.
• Work on flexible schedules to support a 24x7 operation.

Skills

RTA Experience

Analytical mindset

Tools

IEX

CXOne

Verint

Genesys

Aspect

Calabrio

Job description

Role Title

Pointers

RTA

• 2+ years of RTA Experience with hands-on experience of IEX and CXOne.
• Oversee all real-time WFM activities to ensure operational and client goals are met
• Implement analysis and reporting via WFM tools available
• Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team.
• Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
• Reporting of information such as call volumes, SL and abandon rates as and when required by the business.
• Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.
• Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook.
• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
• Clear communication skills to manage client and stakeholder conversations.
• Team player as well as a skilled individual contributor.
• Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.