Associate - Business Analyst-Workforce Management-WFM

Monitors and manages live operational performance across teams to ensure service level targets are met. Responsible for tracking real-time metrics such as call volume, agent availability, and adherence, and for making immediate adjustments to workforce allocation to optimize efficiency and customer experience.

• Identify opportunities for performance improvement and operational efficiency
• Provide insights and recommendations for strategic decision making
• Monitor and analyze real-time performance metrics and trends
• Generate and distribute real-time reports
• Collaborate with cross-functional teams to align strategies
• Make data-driven recommendations to optimize process
• Drive initiatives to enhance overall operational effectiveness
• Implement and manage real-time adjustments to workflows as necessary
• Continuously evaluate and improve real time monitoring process
• Monitor and drive schedule adherence
• Participate in regular team meetings
• Efficiently manage intra-day staffing and service level
• Communicate effectively with internal and external customers
• Create real-time optimization of activities to meet service level targets
• Perform other duties and assignments as directed

Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.
Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, Genesys, IEX CMS etc.
Minimum of 3-year WFM-RTA experience in a call center inbound voice/outbound process.
Skilled in creating Intraday Plans and delivering insights and strategies to enhance service performance.