Senior Real Time Analyst ( WFM Managed Services)
- IntouchCX
- 3 - 8 years
- Hyderabad
- 4 days ago
- Email to a friend
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Job Description
About the Job
The Senior Real Time Analyst position will be responsible for providing Workforce Management (WFM) as a service (RTA role) for a client command center. This person will be managing the vendor network.
As Senior Real Time Analyst (RTA), You Will
Act as shift point of contact:
- Overlook the team in the absence of the Manager/Supervisor
- Conduct RTA huddles and pass updates to the team
- Act as SME and train new members in the team
Queue management:
- Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day
- Situational management (vendor level)
- BCP situations: Tools issues, WFM Systems issues, etc.
- Routing / downtime issues - Create and manage war room o Make announcements about outages on respective client tools.
- Intraday Management
- Facilitate daily syncs with clients/vendors to review performance
- Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels)
- Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing
- Approve and push extra time/VTO/off phone requests by vendors
- Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance
- Perform root cause analysis (end of day) & provide updates to enterprise network & leadership team
Reporting:
- Track daily/weekly/monthly performance and provide context on the following metrics:
- Service Level/ASA
- Shrinkage/Absenteeism
- EOD reports
Additional tasks:
- Provide regular feedback to the planning and scheduling team
As Senior Real Time Analyst (RTA), You Have
- A University education with a technical background (mathematical or statistical course desirable) is preferred
- 3+ years previous call center experience required
- Minimum 1 year WorkForce Management experience is required
- Previous work experience working with Global vendors is considered an asset
- Advanced level of MS Excel/Google sheets
- Pivot Tables
- V-Lookup/X-Lookup
- Index/Match
- Ability to create charts/graphs
- 1+ years of previous experience with any WFM tools is required
- NICE IEX
- Aspect eWFM
- Verint
- Calabrio
- Knowledge of programming / Tableau will be an asset
- Excel/BI/Reporting tools certifications will be an asset
- Good communication skills,local language and English (required)
- Additional languages would be an asset
- Ability to identify emerging trends, measure impact on the business and use good judgment
- Experience in facilitating meetings
- Proactively distill and analyze data, charts, and graphs into actionable insights & present recommendations to stakeholders and other audiences
- Able to collaborate with clients cross-functional teams and vendor RTA teams
- Clear and concise, written and verbal communication (in English)
- Fundamental understanding of call center metrics
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Technical Support - Non VoiceEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: WorkForce Management queue management tableau google sheets reporting tools root cause analysis programming communication skills
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IntouchCX
IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, were obsessed with providing remarkable customer experiences for the worlds most innovative brands.
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