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131 Xoom Jobs

Workforce Analyst 1

Xoom Inc

0-3 years

Bangalore / Bengaluru

1 vacancy

Workforce Analyst 1

Xoom

posted 2mon ago

Job Role Insights

Key skills for the job

Scheduling Workforce Management US Staffing CCTV Monitoring IVR Testing Wellness

+ 4 more

Job Description

The global workforce and production analyst will be responsible for managing and operating automated dialer systems [Genesys and Live Vox] in a Global Collections environment.

Duties include but are not limited to setting up, monitoring and adjusting the dialer to ensure KPI s are achieved for inbound servicing, outbound penetration rates, abandon call rates, real-time & short-term forecasting, and scheduling.

Additional Job Description Responsibilities and Requirements

Operate and monitor near-real time dialing portfolios to execute dialing strategies as outlined by strategy partners.

Illustrate and generate daily reports to show trends in productivity and/or performances.

Troubleshoot dialer issues proactively through partnering with relevant teams and ensuring time to detect is captured effectively promoting productivity uptime & reducing downtime.

Provide performance updates to department leaders on an intra-day basis.

Communicate and partner effectively with partnering teams regarding dialer capabilities and execution of strategies.

Utilize workforce management tools and software to optimize and improve call volume delivery.

Forecast short-term staffing needs, considering contact volume [right party connects] and headcount requirements.

Scheduling of shrinkage whilst protecting daily service level agreements.

Organizing the daily operations and workforce management with the ability to multi-task while maintaining efficiency is critical to this roles success.

Ensure the dialer platforms comply with global regulatory requirements, such as OFCOM and TCPA rules.

Qualifications

Evidenced experience (certification or other) in Workforce management or dialing systems

Proven experience with telephony, contact routing, IVR, dialing platforms and workforce management

Excellent organizational skills. The ability to manage processes and follow up on all aspects of operations is essential.

Advanced proficiency with Microsoft Office (Word, PowerPoint, Outlook, Teams - Highly proficient in Excel)

Working knowledge of Fair Debt Collection Practices Act (FDCPA) and Telephone Consumer Protection Act (TCPA)

Experience in a large-scale environment where cross-functional collaboration is essential to accomplishing goals and objectives.

Employment Type: Full Time, Permanent

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