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WFM Analyst

in Bengaluru, Karnataka

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Job Description Job Attributes+

  • Job ID

    25563805

  • Req ID

    CORP01950

  • Job Type

    Full Time

  • Job Location

    Bengaluru, Karnataka
    IN

Position Overview

The WFM Analyst (FPS) provides vision and leadership to the Results Organization in WFM areas such as: Forecasting, Planning and Scheduling. The WFM Analyst (FPS) will support processes to maximize work flow while minimizing causes of client and customer dissatisfaction. 

Duties and Responsibilities
  • Develop and maintain a comprehensive forecasting model, using statistical packages and regression analysis knowledge, as well as Workforce Management tools to forecast call volume, AHT, shrinkage to create staffing requirements.
  • Determine yearly, monthly, daily and intraday staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
  • Build, maintain, update standard Resource Planning template – track and trend actual Operations metrics against planed metrics in planning file to ensure proper staffing is delivered to meet client objective (SLA) and drive internal financial metrics (SLA, volume, AHT, Agent Productivity, Occupancy, Attendance, Attrition, new hire throughput, Aux time, etc.)
  • Track production headcount via Headcount Reconciliation Process by working closely with Operations / Recommend hiring batches etc. while considerign People Supply Chain protocol and look to identify, utilize any existing staff from other LOB’s and/or Accounts before hiring externally
  • Ensure WFM system is configured optimally for program being scheduled (internal IEX)
  • Maintain close alignment with Resource Planner and Resource Planning file ensuring metrics used for scheduling are consistent with RP
  • Keep Scheduling software (internally IEX) up to date with employee data change management (remove terms, add new hires, process transfers cross program)
  • Ensure all schedule headcount has an accurate schedule in the system for the defined schedule lock period (2-3 weeks). Create proper number of schedules based on local labor laws and agreed upon schedule set with Operatoins to best meet client expectations
  • Continually identify areas of opportunity to adjust, recreate, change schedules to ensure optimal coverage and internal productivity metrics are met
  • Provides enterprise level ad-hoc reports regarding workforce management
  • Facilitates, leads, and participates in weekly / monthly meetings with Operations, RM, IT, Account Executives and Directors to communicate and resolve WFM concerns.
  • Supports an environment that encourages co-workers to exceed customers’ expectations
  • Ensures that all reference materials are up to date
  • Recommends and supports benchmarking using metrics, industry standards and original concepts
Qualifications
  • 3+ years previous Contact Center WFM experience.
  • Must be highly-proficient on computers, Excellent knowledge and use of word processing, spreadsheets, and database systems
  • Experience in with WFM Tools; IEX, eWFM, CMS, Avaya, Geotel, etc.
  • Broad knowledge of inbound contact center environment
  • Must possess exceptional verbal and written communication skills
  • Must be able to multi-task in a professional & courteous manner
  • Superb Listening, probing, negotiation and de-escalation skills needed
  • Must have analytical and troubleshooting expertise
  • Ability to provided on-call s support, and work a flexible schedule
  • Must be able to work various shifts, including holidays in a 24x7 operating environment

Preferred:

  • 4 years+ Contact Center Operations or WFM experience
  • Proven performance, able to meet compliance, quality, and productivity metrics
  • Proven ability to work well in a high pressure/target driven environment
  • Testing, and continuous improvement background a plus jay
Company Overview

About ResultsCX:

We encourage our people to “expect greater”, reach further and live up to their individual potential. As a leader in the customer service call center, industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

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