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Executive - WFM and Advance Excel
WNS
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- The Real Time Analyst is responsible for monitoring the effectiveness of the forecast and the execution of the scheduling planShould be well versed with Basic excel & formulas * Should be comfortable working in 24/7 rotating environmentMaintain communication channels regarding events that impact call volumes
- Continuously monitors CMS, Virtual Hold and related call center tools for incoming channel volume (Inbound, Email and Chat), Clarify Queue Volume and associate real time adherence
- Knowledge of - LA, SL, AHT, IOS, OOSAnalyze variances in the projected call volume and staffing real time to determine when or if corrective action must be takenIdentifies and investigates opportunities to balance workload and resources intra-day and communicates appropriately with managers/supervisor and/or directly with the associates
- Maintains and modifies associate scheduled events and activities as per requirement Manage proactive approval and denial of discretionary activities; such as vacations, training, meetings, 1:1 sessions, etc
- Collects daily unplanned exceptions (call outs, lates) and administers those updates into the workforce management systemMonitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, 1:1 sessions, breaks/lunches, etcAnalyze call volume patterns to manage work shifts, lunches and breaksMaintain daily event log of any systemic or operation issues impacting regional performance Ability to manage allocated tasks and perform them with little supervisionShould have knowledge on WFM activities & role in an OrganizationRequirement - Min one experience in RTA on paper
Grade 12/Matric/High School
Employment Type: Full Time, Permanent
Functional Areas: Customer Service & Operations
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Flexible timing
Monday to Friday
No travel
Day Shift
WNS Benefits
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