WFM RTA//WFM Scheduler//Real Time Analyst at International BPO

Job Description:

Latest job information from International BPO for the position of WFM RTA//WFM Scheduler//Real Time Analyst. If the WFM RTA//WFM Scheduler//Real Time Analyst vacancy in Gurugram matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at International BPO for the position of WFM RTA//WFM Scheduler//Real Time Analyst below matches your qualifications.

MNC in Gurgaon

Hiring for WFM RTA// WFM Scheduler

CTC UPTO 8.5LPA based on Last CTC

Require 2+ Years Experience in WFM RTA

Require Excellent Communication Skills

Two Way Cabs

Mail your cv at simmi@hiresquad.in or call at 8467054123

Role and Key Responsibilities

• Intraday real time monitoring of service levels for all queues for all the sites throughout the operating window (24/7/365)
• Real time monitoring of associates performance from all teams at all sites
• Managing Real Time updates on Service Levels, Contact data and other KPIs
• Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals
• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
• Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)
• Support changes within routing profiles to move associates as needed
• Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage
• Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
• Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders
• Review and process VTO/PTO/OT/Non-Prod time requests in real-time
• Provide assistance to the other WFM teams as needed.

Key Skills & Knowledge

• MS Excel Knowledge is required. Knowledge of IEX, Avaya and other Workforce Scheduling tools (Admin, setup, use, updated, edits, reporting) will be considered as an added advantage
• Graduate with 2+ years contact centre experience and Good Communication Skill
• MS Office – PowerPoint, Word, Access, outlook, etc.
• InContact/Oracle – ACD and other ACD platforms to support multi-channel Environment – (Voice/Chat/Email/SMS)
• 1+ years’ Workforce Experience (RTA or greater)
• Basic knowledge of the call center industry.
• Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
• Knowledge of ACD and Call Center Workforce applications - preferred.
• Strong oral and written communication skills.
• Proficient in Microsoft Office.
• Ability to multi-task, prioritize, and meet timelines of deliverables.
• Self-starter, sense of urgency, and works well under pressure.
• High attention to detail, sense of professionalism and ability to develop relationships

Educational qualification: Graduate in any discipline

Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Job Info:

• Company: International BPO
• Position: WFM RTA//WFM Scheduler//Real Time Analyst
• Work Location: Gurugram
• Country: IN

How to Submit an Application:

After reading and understanding the criteria and minimum qualification requirements explained in the job information WFM RTA//WFM Scheduler//Real Time Analyst at the office Gurugram above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.