WFM - Real Time Analyst in GeorgeTown

Gratitude Inc

1543 Views

18 hours ago

1-3 Year(s)

RM 3 - RM 5 Thousand p.m

Pulau Pinang (george town)

Job Description

Key Skills

WFM System Real Time Analyst WFM tools BPO Skills

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WFM - Real Time Analyst

Key Responsibilities

Responsible for real time monitoring, reporting, analysis, tracking, documenting and communicating agent activity on multiple lines of business through phone, chat or email.

Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.

Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures.

Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.

Recommend procedural and operational guideline changes to improve communications and operational efficiency.

Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.

Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company’s financial goals (efficiencies) are met.

Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents.

Planning and scheduling off-phone events.

Qualifications

1-3 years of experience in the same capacity

Strong data analytics and creation of reports

Experience in automating task/reports that are manual to reduce cycle time and defects.

Proficient user of Excel and understanding call center statistics a must.

Knowledge in VBA, macros, linked data, pivot chart tools, design tools is an advantage.

Experience in developing dashboards, and understandable reports and useful visualization.

Flexible schedule and excellent attendance record

Should be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift)

Send your CV to brenda@gratitudeindia.com

Role

WFM

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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