EXL
Website:
exlservice.com
Job details:
The key responsibilities of this role will be Role: WFM Reporting Analyst - 3 Position Qualification – Minimum bachelor's degree (Business Administration, Statistics will be added advantage ) Other Requirements Min 3 years of prior experience of WFM functions Strong analytical skills and proficiency in WFM Processes, The ability to thrive in a fast-paced environment and manage multiple priorities effectively. Must have excellent written and verbal communication skills and detail oriented. Must have excellent knowledge of: WFM Tools / Apps - IEX, Avaya CMS, Amazon Connect (AWS) & EGain ERLANG methodology MS-Excel Following will be added advantage: Working knowledge of IQD & Power BI Shift: Night shifts (20:00 – 08:00 IST x Mon-Sun) Week Offs: 2 Split Offs per week (no fixed off) Roles & Responsibilities Basis available online real time reports from various sources: Monitor and maintain service levels and key metrics in real-time. Create, adjust, and manage agent schedules to optimize coverage. Make real-time staffing adjustments to meet service level goals. Generate and distribute real-time performance reports to stakeholders. Identify and resolve operational issues impacting service delivery promptly. Analyze historical data to forecast staffing needs accurately. Facilitate cross-departmental communication on operational issues. Train and support agents on scheduling tools and adherence. Recommend and implement operational improvements based on analysis. Ensure adherence to company laid out policies and procedures. * Most of the reporting is being done using MS Excel & Other MS office 365 tools including Power BI, SharePoint & Collaboration tools CTC (INR): Min CTC 3,50,000; Max CTC 4,50,000
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