Workforce Management Analyst

Teleperformance Global Services; Mumbai; On-site; INR 600,000 - 800,000; Full time

Job summary

A global service provider based in Mumbai is seeking a Workforce Management Real-Time Analyst to monitor and manage staffing levels and operational targets. The role involves real-time schedule adjustments and data analysis to ensure optimal service quality. Candidates should have experience with real-time workforce metrics and excellent communication skills. This full-time position offers opportunities for process improvement and operational efficiency enhancements.

Qualifications

• Experience in real-time monitoring and workforce metrics management.
• Ability to analyze data and provide timely adjustments.
• Excellent communication skills with team collaboration.

Responsibilities

• Monitor real-time data and workforce metrics throughout the day.
• Make real-time adjustments to staffing schedules as needed.
• Analyze data to identify service level trends and issues.
• Coordinate with teams to address staffing or performance issues.
• Suggest process improvements for operational efficiency.
• Identify opportunities for real-time process improvements.

Skills

Real-Time Monitoring

Scheduling Adjustments

Data Analysis

Collaboration and Communication

Process Improvement

CMS Avaya

Verint/IEX WFM Tool

Tools

CMS Avaya

Verint/IEX WFM Tool

Job description

Job Title: WFM RTA

Grade: II

Location: Mumbai Malad / Work from Office

Department: WFM

Salary: Market standards, based on current CTC

Reports To: WFM Team Leader

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:

• 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. Expertise in CMS Avaya, Verint/IEX WFM Tool
• 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.
• 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.
• 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.
• 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.
• 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.

Seniority level: Executive

Employment type: Full-time

Job function: Other

Industries: Executive Offices

We are an equal opportunities employer and welcome applications from all qualified candidates.