Senior Executive

Job Description

Roles & Responsibilities -- Role: RTA 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 Collaboration tools CTC (INR): Min CTC 3,50,000; Max CTC 6,00,000 Full Position Name WFM Analyst - Senior Executive|Emerging|Emerging Business Unit|Work Force Management (WFM)|American Express|Work Force Management (WFM)|AMERICAN EXPRESS Full Position ID: 4400371 Process_Code: 5311302 Qualification – Minimum bachelor's degree (Business Administration, Statistics will be added advantage ) Other Requirements 2 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, AWS & eGain ERLANG methodology MS-Excel Following Will Be Added Advantage Working knowledge of IQD Shift: Night shifts (20:00 – 08:00 IST x Mon-Sun) Week Offs: 2 Split Offs per week CTC (INR): Min CTC 3,50,000; Max CTC 6,00,000