Workforce Management Real time analyst

Prometric; Gurugram District; On-site; INR 420,000 - 540,000; Full time

Job summary

Prometric is seeking a Workforce Management Real Time Analyst to monitor real-time queues and ensure agents adhere to schedules. The role focuses on optimizing service levels, reducing transaction time, hold time, and wrap times while coordinating with Operations teams.

The position requires 1-2 years of experience, strong English communication, and proficient use of Excel and common PC applications. Work is based in the office in Gurugram, India, with roster-based shifts and afternoon/night

Qualifications

• Strong command of English in speaking, reading and writing.
• Proficient in Excel and PC applications.
• 1-2 years of working experience is required.
• Proficient in Word, PowerPoint, Outlook, and Internet.
• Strong analytical and mathematical skills.
• Attentive, accurate and focused, with careful eye for detail.
• Ability to work on a variety of tasks simultaneously.
• High School education or Industry experience.
• Ability to maintain high standard of business ethics, professionalism, and confidentiality of information at all times.

Responsibilities

• Monitor agent activity in real time and report non-adherence to schedules or thresholds.
• Perform real-time service level monitoring of queues and advise on corrective actions.
• Adjust CSR skills in real time to achieve service levels.
• Update and maintain accuracy of agents' status, including leave tracking.
• Assist in scheduling meetings and training while maintaining service levels.
• Manage attendance and update occurrences to matches with schedules.
• Provide ad-hoc management reporting as requested.
• Optimize breaks and lunches to minimize service impact.
• Make recommendations for time off/leave capacity during overstaffing.
• Reforecast when call volumes or AHT deviate from forecasts.
• Process time-off requests including vacations and unpaid leave.
• Assist Forecast/Scheduling Analysts as required.
• Support daily/weekly/monthly reporting as required

Skills

English proficiency

Excel

Analytical skills

Attention to detail

Multitasking

Data interpretation

Education

High School education or Industry experience

Tools

Word

PowerPoint

Outlook

Internet

Job description

Designation- Workforce Management (WFM) Real Time Analyst (RTA)

Week Offs- Roster Based

Shift Timings- Rotational, with emphasis towards afternoon / night shift

Work from Home/Office- Work from Office

Remuneration- As per company policy

SUMMARY:

The WFM RTA is responsible for monitoring key / critical queues in real time using CMS Supervisor (or equivalent queue management software). WFM RTAs liaise directly with Operations teams to ensure all agents are adhering to assigned schedules / shifts, and to ensure acceptable thresholds for: Transaction time, hold time, wrap time and other Aux usages.

CORE RESPONSIBILITIES:

• Monitor agent activity in real time, Report to the Operations teams agents that are not adhering to their assigned schedules or are above acceptable thresholds for; Call Time, Hold Time, Wrap Time and Idles.
• Real Time Service Level monitoring of all queues, advising leaders when calls are in queue and advise corrective actions that should be taken including deferring or cancelling of Meetings, Coaching and other offline activities until Service levels have recovered to acceptable levels.
• Adjusting CSR Skills in real time, to achieve Service Levels.
• Update and maintain accuracy of agent’s status. This involves processing changes and exceptions, leave tracking, and other key indicators.
• Assist in the creation of scheduling Meetings and Training as required while ensuring Service levels targets are maintained.
• Perform comprehensive attendance management including frequent monitoring of Attendance. Ensure attendance occurrences are updated to agent's schedules in a timely fashion.
• Provide ad-hoc reporting for management as requested.
• Optimize breaks and lunches to minimize impact to Service Level.
• Make recommendation for time off / Leave capacity allowance during periods of overstaffing.
• Reforecast when call volumes or AHT are not matching original forecasts to evaluate performance for the remainder of the day.
• Process requests for time off including vacation and unpaid leave.
• Assist Forecast/Scheduling Analysts as required.
• Assist with daily / weekly / monthly reporting as required

KNOWLEDGE, EXPERIENCE & SKILLS:

• A good command of the English language in speaking, reading, and writing
• Good knowledge of Excel
• 1-2 years of working experience is required
• Proficient in various PC applications such as Word, PowerPoint, Outlook, and Internet
• Strong analytical and mathematical skills
• Attentive, accurate and focused, with careful eye for detail
• Ability to work on a variety of tasks simultaneously
• Strong analytical abilities to provide strategies based on historical and current data
• High School education or Industry experience
• Ability to maintain high standard of business ethics, professionalism, and confidentiality of information at all times.