Real Time Analyst - Wfm Job in Tripstack

Real Time Analyst - Wfm

Description

About Etraveli Group is a global platform for flights, an air technology company with a presence across all continents. We pride ourselves on being the fastest, most precise way to realize a travel plan, no matter the distance or complexity. We are the preferred partner of some of the world s biggest technology companies, airlines, hotel chains, and car rental companies. Together with them, we work closely to meet the growing demands of our customers.

Job Location: Mumbai / Pune.

Job Description:

Monitoring queue level performance and reporting to Operations and WFM leadership any significant variations from volume forecast, AHT assumptions, and shrinkage factors.

Drive real-time management performance for In-house contact centers and Vendors

Drive skilling and priority changes for In-house contact centers and Vendors

Would constantly monitor, track, document, and communicate real-time floor activities in terms of adherence to process defined Absence/AUX/ACW/BREAKS & SHIFTS.

Responsible for approving and plotting real-time schedule exceptions, and in creating accurate, timely, and relevant intraday reports.

Simulating different scenarios, developing contingency plans for unexpected events, and invoking those plans when required

Ability to conduct root cause analysis and provide operational actions

Publish intraday reports and attendance at regular intervals

Recommend overtime requirements

Provide ad-hoc data and analysis requests and regular reporting

Requirements

• Minimum 2-3 years of experience in WFM
• Excellent written and verbal communication
• Strong interpersonal skills to facilitate cross geographic interaction
• Proficient in using MS Office applications (MS-word, Excel) & Google Sheets
• Good analytical skills
• Knowledge of WFM tools will be an added advantage.
• Undergraduate - Diploma / HSC pass (10+2)