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Management Trainee Work Force Management

2.00 to 4.00 Years   Noida   19 Sep, 2019
Headstrong
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Operations Management
EmploymentTypeFull-time

Job Description

Inviting applications for the role of MT, Work Force ManagementThe Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening and weekend availability as business needs arise. Roles & Responsibilities

  • Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives
  • Analyze call volume patterns in Real Time to optimize work shifts, breaks and lunches
  • Identify call volume trends and averages on a monthly and quarterly/seasonal basis
  • Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
  • Create daily/weekly/monthly reports and undertake intraday reporting & other MI operations
  • Facilitates real-time discussions with necessary stakeholders.
  • Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
  • Ensures that all reports originating from the department are accurate and reliable.
  • Ability to operate in a 24/7 environment
Qualifications Minimum qualifications
  • Any Graduate
Preferred qualifications
  • Experience in Forecasting/Capacity Planning in a BPO Voice environment
  • Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner.
  • Experience with WFM software (Verint /Blue Pumpkin, IEX, eWFM, etc.) that includes real-time adherence preferred
,

Keyskills :
accounts finance accounting sales contactcenteroperations bpovoice callcenter servicelevel contactcenter customerfocus ep ting diversityinclusion cemanagement kf cemanagement

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