Workforce Management Analyst

Roles and Responsibilities

We are looking for a talented associate to join an elite team that will work with our vendors, internal team members to resolve complex issues.

The Ideal candidate will be cool under pressure and comfortable working in situations that at time can be highly stressful. If you excel in figuring out complex problems and enjoy finding resolutions in tough situations, this job could be for you!

In this role, you will manage tasks such as Incident management, Manage the call volume, Outage management, and reporting to optimize resources and enhance operational efficiency.

What you'll do:

 Responsible for managing and ensuring that the service level agreements for various business are met

 Facilitates real-time discussions with necessary stakeholders

 Work closely with the operations team to analyze and help improve their delivery processes

 Monitor real-time call volume and adjust staffing levels as necessary

 Prepare and distribute regular performance reports to management

 Lead in resolving elevated and complex service complaints

Desired Candidate Profile

 Any Graduate / Post Graduate

 Preferred 2 year of experience; (1yr of International Voice process experience mandate)

 Excellent communication skills- written and verbal.

 Exposure to 24/7 Rotational Shifts in an International BPO Voice process

 Comfortable with backend operations, as per business requirement

 Ability to work in a fast-paced and dynamic environment

 Ability to listen and actively problem solving skills

 Preferred exposure to tools like Avaya, AWS, Aspect etc.

 Desired exposure at managing multiple vendors & multiple sites

 High vigilance in Queue monitoring & highlighting observations based on SOP guidelines

 Hands on experience in generating Interval level Intraday reports

 Working knowledge of MS Excel