Sr. Analyst -WFM

Analyst are accountable to do the tactical work within Workforce management by supporting the various workforce management roles. Duties include:

Posting agreed upon schedules . Managing the Scheduling mailbox, Responding to requests within the targeted SLA

Managing the Real Time mailbox, Responding to requests within the targeted SLA. Processes schedule exceptions both advanced notice and day of requests

Scheduling training and other BTOP requests and Processing and managing overtime and under time

Timetable management and Achieve daily service level and efficiency goals

Watching real time queues and making real time skilling changes and Supporting the various other Work Force Management roles as needed . Good PC skills, MS Office applications and email management

What We re Looking For :

Graduate with Minimum of 2 years call centre experience, minimum 18 months resource scheduling or real time management experience

WFM Analyst must work with their internal customers to ensure that data on the WFM system (IEX) is accurate with what Operations know to be true . Partner with forecasting teams to match staff (numbers and skills), forecasted demand, planned absence and known shrinkage into effective working patterns

Ability to work the hours of the market being supported esp. for US & UK time zones and Should have handled at-least one WFM project where Service Delivery isn t based out of India

Excellent Customer service and communication skills (Both Written and Verbal) and Very good working knowledge of IEX, ability to organize, set priorities and multi-task within timescales, effective management of time, good understanding of The company s processes and structure

Strong knowledge of Cisco / eGain and Should be able to provide recommendation on VTOs / Overtimes as and when schedules are rolled out to balance Service Level and Cost . Should be strong at MS Excel and have intermediate Visual Basic and ODBC skills

Should be comfortable working in UK/US shifts

Full time