Job Title:  Analyst | WFM - RTM | Bengaluru | Customer Strategy & Design

Analyst | WFM - RTM | Bengaluru | Customer Strategy & Design 

Your Role

The RTM analyst will provide support to the Contact Center in the areas of floor/Remote monitoring, reporting, tracking and sending alerts/callouts. This position will assist in making sure the real-time day to day responsibilities are supported, to include, but not limited to: monitoring queues; skill sets mapping; attendance tracking, call out reporting, monitoring agents not ready etc for multiple channels. The Analyst will monitor workforce systems to provide the team with accurate and timely data entry of scheduling, attendance, exceptions, and general time-off requests. This position will be expected to provide support to the Workforce Management Team and all functions. The resource will also manage stakeholder requirements pertaining to the performance optimization and tracking. This would include creating insights and views for review.

Your Responsibilites

• Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Maintain special emphasis on looking for possible downtime and telephony issues.
• Monitoring intra-day reporting, Volume distribution, and Email/social media and Chat of call center of region.
• Real-Time monitoring of call center activity
• Communication point between the Command Center and call centers
• Responsible for Real-Time allocation changes based on call center activities
• Responsible for mobilization of staff to meet call center service levels, allocation goals, and ensure maximum utilization of agents.
• Generation, verification and distribution of service issues impacting call centers
• Co-ordinate with IT Support/operations to work on incident management.
• Responsible for coordination and execution of allocation changes needed during system maintenance or system outages
• Verification, summarization, and distribution of service issues intra-day, daily, weekly, and monthly.
• Creation and maintenance of reporting tools and templates
• Point of contact for shared/linked information between the Command Center, Traffic Desks, and Operations
• Responsible for all aspects of Command Center involvement during IT Maintenances
• Communicate staff and department performance metrics to management
• Responsible for call routing during planned and unplanned System Maintenances and IT issues

Key Skills required

• Experience within the field of WFM & Command center/Real Time Monitoring
• Call center Voice/Non-Voice (Chats, social Media) Metric Familiarity
• Ability to work under pressure and multitasker in dynamic situations
• Education to be any bachelor’s degree
• 3–5 years of hands-on WFM experience in a product or operations environment.
• Strong knowledge of WFM tools (Genesys, NICE or equivalent).
• Excellent analytical, MS Excel, and reporting skills.
• Ability to multitask, prioritize, and meet deadlines even under critical circumstances.
• Strong communication and coordination abilities across teams