Real - time Analyst-Workforce Management-WFM
Basic Functions
- Monitors the queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses
- Adjust the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
- Assist agents with basic troubleshooting and workarounds
- Report and track all system issues and outages
- Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data
- Monitors actual activities and compare it to plan and make recommendations for immediate changes
- Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
- Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
- Ability to multitask and prioritize in a high-pressure environment
- Executes skill change and reallocation requests and initiatives
- Provides recommendations in case of understaffing/overstaffing
- Act as first point of contact for any escalations, outages, system issues or any other production impacting situations
- Maintains confidentiality relative to the organizational strategies, objectives and practices
- Candidate is preferably a Bachelor’s/College Degree
- 1year minimum experience in Workforce Management
- Excellent skills in real-time time management a must
- Accuracy and attention to details a must in this role
- Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
- Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
- Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
- Flexible and willing to work in shift schedules
WNSGlobalServices144
brenntag
procore
Caesars Entertainment