Wfm Mis Executive

WFM Analyst Role:

Experience : 0- 1 year in MIS/ WFM

Location : Work from Office - Hinjewadi

Shift : Rotational / Night shift

5 Days working (Rotational Offs)

* Graduation Mandatory.

*Only Immediate Joinee's can apply.

WFM Process: Analyst Responsibilities

- Interaction with Techs in the field to provide them with real-time support

- Checking status of services on account in diagnostic tools

- Good Knowledge of agent scheduling and on floor staffing activity planning

- Should be able to coordinate with operations Managers and Leads

- Communicate effectively and close looping with the client in case of observations

- Updating status in internal as well as client tools

WFM / MIS Excutive: Analyst Activities

- Should have min. 1 year of experience in Work Force Management and MIS.

- Sound understanding of Call centre WFM metrics

- Sense of ownership to complete the task satisfactorily

- Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc.

- Keep a track of all technicians with regards to the jobs assigned to them

- Prepare Agent schedules and Daily adherence plans

- Prepare various Ops production reports

- Audit work orders for accuracy and make corrections if required

- Check for signal levels on all equipment and certify jobs as completed

- Fill up the complete report and share with the APM/PM daily

- Collate and share information for all appointments that are cancelled

Please share resumes on Drishti.raj.@eclerx.com