Workforce Management Analyst

Back and white Business solution

Posted: 3 months ago
Openings: 10
Applicants: 0

Job Description

Hi Candidates,

We are hiring for the below opportunity:

Job Title: Workforce Management (WFM)
Location: Mumbai / Pune Only
Experience: 2-5 Years
Qualification: Any Graduate and Above
CTC: 7 -8 LPA
Shift: Night Shift
Mode of Work: Work From Office
Notice Period: Immediate to 30 Days
Interview Mode: Virtual

Must Have Skills:
• Hands-on experience in Real-Time Adherence tools such as NICE IEX, Verint, Genesys WFM, Aspect, or equivalent
• Strong MS Excel skills (Pivot Tables, V-Lookup, Basic Formulas)
• Good understanding of Contact Center KPIs SL, AHT, Occupancy, Adherence, Shrinkage
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Ability to handle multiple real-time tasks in a high-pressure environment

Roles & Responsibilities:
• Monitor Real-Time Adherence (RTA) and agent activities using WFM tools
• Manage real-time service levels, ASA, occupancy, and queue performance
• Communicate and escalate schedule deviations, call spikes, and shrinkage issues
• Handle real-time exception requests and update WFM systems
• Generate and share intra-day performance reports
• Work closely with Forecasting and Scheduling teams for operational support
• Support post-incident analysis and process improvement initiatives

Thanks & Regards,

Nethra

Staffing Analyst

Contact No - 9980437755 || Whats app - 9008113771

E -mail - nethravathi.m@blackwhite.in | www.blackwhite.in www.blackwhite.in

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