Real Time Analyst (WFM) Immediate Joiner

Tools: Advance Excel, Basic Knowledge RTA, WFM

Shift: Rotational

Job Title: Real Time Analyst

Job Summary:

Role: Real Time Analyst (RTA)/WFM

• Grade: II
• Experience: 3 yrs in WFM, with at least 1 yr in RTM team.
• ACD Tool exposure: InContact preferred, but any other ACD exposure would also do.
• WFM tool Exposure: Calabrio preferred, but other WFM tool exposure would also be ok.
• Other Exposure: Required understanding & exposure to making real time skill change in a multi-skill US based contact center business
• Excel exposure: Intermediate level, with exposure to managing & enabling reports automation.
• Communication: Strong English comprehension, writing, & speaking skills, as this role requires frequent communication with client team, as well as teams based in US.
• Knowledge of Calculating Shrinkage, Attrition, SLA
• Responsible for Planning, Scheduling, Real time Queue Monitoring.
• Responsible to provide the detailed review of monthly performance, ensuring to highlight the
  ticket impacts performance and providing the detailed Analysis of interval, daily, Weekly and monthly impact caused by it.
• Preparing Client level reports such as Production report, agent performance reports, SLA
  dashboards, Login Hrs report, Aux details reports, HC report, Capacity planning and Adhoc reports etc.,

Responsible for Real Time Queue monitoring, work force management functions, efficiently
managing call Volumes and managing Breaks

Key Responsibilities:

Strong communication skills in English with Good Analytical skills
Ability to work well in and promote a team environment, excellent understanding Computer knowledge - Knowledge of MS Office (Word, Excel, Power Point) Proficient in using email (Email Etiquettes)