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Urgent! Workforce Optimization Analyst Job Opening In India, India – Now Hiring Gainwell Technologies

Workforce Optimization Analyst



Job description

Greetings from Gainwell Technologies !!!

Summary

A WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met.

This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day based on live data;
their key responsibilities include analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via Teams chats with functional areas.

Key skills :

- Strong analytical skills to interpret data and make informed decisions quickly

- Excellent communication skills to collaborate with operations teams and escalate issues effectively

- Ability to work under pressure and make rapid adjustments in a fast-paced environment

- Proficiency in workforce management software and tools

- Understanding of contact center operations and key performance metrics

Roles and Responsibilities:

- Real-time monitoring:

Continuously monitor call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to identify potential issues.

- Staffing adjustments:

Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations.

- Break management:

Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels.

- Adherence monitoring:

Track agent adherence to their scheduled work times and identify deviations requiring intervention.

- Performance reporting:

Generate real-time reports on key metrics like call volume, average handle time, and service level attainment.

- Collaboration with operations team:

Work closely with operations managers to identify and address operational challenges, providing insights to improve

scheduling strategies.

- Identifying trends:

Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues.

- Escalation management:

Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages.

- System management:

Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports.

Shift Timing : 4:30 PM - 4:30 AM (IST - 9 hrs Shift)


Required Skill Profession

Computer Occupations



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    Unlock Your Workforce Optimization Potential: Insight & Career Growth Guide


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