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Work Force Management- SME

Fresher   Gurugram   08 Dec, 2025
IZEE MANPOWER CONSULTANCY PVT LTD
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaBack Office Operations
EmploymentTypeFull-time

Job Description

    IZee Manpower is Hiring for their ClientReal Time Analyst (RTA) /Work Force Management (WFM)Location: Gurgaon Experience Required: Minimum 3 YearsAvailability:only Immediate to 15 DaysRoles & Responsibilities:
    • Monitor and manage Service Level Agreements (SLA) as per process Statement of Work (SOW).
    • Conduct Root Cause Analysis (RCA) for SLA deviations (Intraday and EOD) and share timely insights with Ops/WFM leadership.
    • Track Agent and Site-level performance, including schedules, schedule adherence, and shrinkage (in-office and out-of-office).
    • Manage and optimize Non-Productive Activities (NPA) and associate breaks to avoid SLA impact.
    • Maintain records of exception inputs shared by Operations for RCA purposes.
    • Monitor and report outages/downtime to leadership via outage tracker.
    • Collaborate with Operations to drive corrective action plans and prevent repeat SLA issues.
    • Prepare and share daily/hourly performance reports, attendance, attrition, and other business reports with zero errors.
    • Support ad-hoc reporting and data requests as required.
    • Challenge existing processes and propose innovative improvement ideas.
    • Identify anomalies and escalate to Ops/WFM leadership effectively.
    Key Skills Required:
    • Real Time Monitoring & Workforce Management (WFM)
    • SLA Management & Root Cause Analysis
    • Reporting and Data Accuracy
    • Stakeholder Communication & Coordination
    • Analytical Thinking & Process Improvement
    Interested candidates can share their resume at:hidden_emailWhatsApp/Call hidden_mobile

Keyskills :
real time monitoringprocess improvementworkforce management

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