Workforce Analyst
- Provance Business
- 2 to 7 Yrs
- Bengaluru
- 3 years ago
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Job Description
1.Lead morning call performance review and upcoming outlook to maximize customer service responsiveness, preparation, and communications.
2.Provide real-time monitoring via tools (Aspect WFM, Avaya CMS ) and workforce management techniques.
3.Own the scheduling functionality of the Workforce Management system including all inputs and outputs to support operations.
4.Review reporting and communications to ensure accuracy and clarity.
5.Monitor and report on system scheduling functions, develop metrics to ensure system reliability and trust, determine corrective plans of action as required.
6.Identifies opportunities for process improvement via automation within SQL database and or VBA macros in excel.
7.Oversee real time response to events and incidents such as technical outages, application failures, unanticipated facilities closures (safety related) and escalates to appropriate internal and external teams when needed.
8.Optimize and implement ongoing training and onboarding processes for staff members. Design, build and maintain, databases and/or spreadsheets tracking key service statistics.
9.Operate as the subject matter expert on scheduling practices and functions within the organization.
10.Partner with operations teams to ensure critical functionality operates effectively.
11.Operate the internal processes, scheduling templates, user profiles, rule sets, auto scheduler functions, to support efficient scheduling.
12.Analyze and report on field scheduling metrics to provide holistic scheduling overview while supporting troubleshooting down to location level.
13.Analyze and interpret staffing model results by isolating and analyze trends and assess business impacts.
14.Meet with management to review staffing models and to make improvements on future forecasts.
15.Communicate effectively with internal and external customers in accordance with the company & policies, procedures, guidelines, and common practices.
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center Role Category: Back Office Operations Functional Area: Not ApplicableRole/Responsibilies: Workforce AnalystContact Details:
Company: Provance BusinessLocation(s): Bengaluru
Keyskills: aspect ewfm wfm - forecasting avaya cms wfm forecasting management scheduling workforce analyst
Provance Business
Provance Business Consulting Pvt. Ltd. is a Professional Managed Company offering Recruitment Services and Corporate Trainings to various industries. Provance Business Consulting is young professional and rapidly growing organisation based in Bangalore and Mumbai that aims at empowering the various ...
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