Senior Analyst For MIS / WFM (BPO WFM is Exp Mandate)

Workforce Management Process - WFM

India- Pune, Maharashtra | Full-time (FT)

| Customer Operations

Shift Timings - Flexible (24*7)

Specialism : Customer Operations BPO

Minimum - 1 Year Exp as WFM in BPO / Mandate.

WFM Process: Requirements

- 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

- Meet process expectations with high-quality standards and adherence to SLAs

- Candidate shall adhere to the information security requirements

WFM Process:

- Should have min. 1-3 years of experience in Work Force Management and MIS.

- Sound understanding of Call centre WFM metrics and work experience in Chat processes in an added advantage

- 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

- Perform RTM role independently

- Manage Breaks and Resource availability on floor

- Audit work orders for accuracy and make corrections if required

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

- Coordinate with DOJ/DOI team in case of any issues with regards to provisioning or adding equipment

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

- Collate and share information for all appointments that are cancelled

Minimum Qualifications:

- Any Graduate/Undergraduate with the minimum of 6 months of experience in BPO (WFM /MIS/ RTA) can apply.

Please share Cv's on Shilpam.01@eclerx.com