Senior Wfm Analyst Interview Questions and Answers

Service level is a metric that measures the percentage of calls answered within a specific time frame.

• Service level is usually expressed as a percentage of calls answered within a certain time frame, such as 80% of calls answered within 20 seconds.

• Manpower calculation involves determining the number of agents needed to meet service level goals based on call volume and average handle time.

• Shrinkage refers to the time agents are not available to take calls due to breaks, meetin...read more

Managed real-time and historical data analysis, forecasting, scheduling, and reporting for contact center operations.

• Managed WFM software to optimize staffing levels and meet service level goals

• Created and maintained agent schedules based on forecasted call volume and agent availability

• Analyzed call center metrics to identify trends and make recommendations for process improvements

• Developed and presented reports to management on performance and productivity

• Collaborated with o...read more

Yes, I have knowledge about scheduling softwares.

• I have experience using scheduling software such as Verint, Aspect, and Genesys

• I am familiar with creating and managing schedules, forecasting, and real-time adherence

• I have utilized scheduling software to optimize workforce efficiency and meet service level goals

This question is asking about the percentage of calls answered within a certain time frame compared to the total number of calls offered and abandoned.

• The goal is to have a high percentage of calls answered within the threshold time.

• Call abandonment rate should be as low as possible.

• Example: If 100 calls were offered and 80 were answered within the threshold time, while 20 were abandoned, the answer would be 80%/100%.