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Real Time Analyst Work Force Management Contact Centre

Tech Mahindra Limited
Job LocationSalford Quays
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Position Summary:Responsible for managing all intraday management processes in support of operations to achieve the business objective of achieving business service level objectives and maximizing efficiency and occupancy. Contribute to consistently achieving service level goals by real-time management of call center resources. Providing leadership teams with timely, accurate reports on intraday performance and impacts.Roles and Responsibilities:-

  • Attend weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current weeks performance and forecast performance of remainder of current week and next week, while also identifying risks.
  • Manage intraday service level acceptable goals.
  • Monitor real-time adherence to schedules for call center associates.
  • Initiate escalation procedures when KPI thresholds are exceeded.
  • Manage associate call-in line and update schedules to reflect accurate intraday projections.
  • Recommend overtime or downtime based on day of performance
  • Provide day of impact analysis for outages, staffing shortages, and other unplanned events.
  • Approve real-time request for offline events.
  • Communicate effectively with internal and external customers in accordance with the companys policies, procedures, guidelines, and common practices.
  • Stay current on internal policies and procedures.
  • Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
  • Administration of intraday schedule changes.
  • Perform other duties and assignments as directed.
  • Daily Queue performance reports
  • Upload daily exceptions into Tool
  • Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.
  • Regular, punctual and consistent attendance.
  • Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities.
  • Ability to meet deadlines.
  • Ability to work outside of normal schedule with little or no notice.
  • Ability to perform additional tasks as assigned.
    • Applicant’s Specifications & Qualification:
  • A thorough knowledge of computer software. Proficient in Microsoft Office, as well as other related applications.
  • Two years of solid call center experience or one year of workforce management experience required.
  • 2+ experience working with one or more workforce management systems such as CMS, EWFM, IEX & Live engage strongly desired.
  • Experience in a fast paced, high-pressure office environment.
  • Previous experience with ACD reporting desired
    • Required skills
  • Forecasting
  • Scheduling
  • Workforce Planning
  • Workforce Management
  • Workforce Performance

    • Keyskills :
    Scheduling Wkfce Management

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