Wfm Real Time Analyst Interview Questions and Answers for Freshers

Workforce Management (WFM) involves forecasting, scheduling, monitoring, and optimizing employee work schedules to meet business needs.

• Forecasting demand for staffing levels

• Creating schedules that align with forecasted demand

• Monitoring real-time adherence to schedules

• Optimizing schedules based on performance data

• Utilizing software tools for efficient WFM processes

Effective real-time callout management ensures adherence to service level agreements by monitoring and adjusting resources dynamically.

• Monitoring Metrics: Regularly track key performance indicators (KPIs) such as call volume, average handling time, and service levels to identify potential breaches.

• Dynamic Resource Allocation: Adjust staffing levels in real-time based on call volume trends. For example, if call volume spikes, quickly deploy additional agents to handle the infl...read more

SLA is calculated by dividing the total number of completed tasks within the agreed time frame by the total number of tasks.

• SLA = (Number of completed tasks within the agreed time frame / Total number of tasks) * 100

• Agreed time frame can be defined based on the specific requirements or industry standards

• SLA can be measured for various metrics such as response time, resolution time, etc.

• Example: If there are 100 tasks and 90 of them are completed within the agreed time frame, ...read more

I perform various reports related to call center metrics and real-time performance.

• Real-time adherence report

• Service level report

• Average handle time report

• Abandoned call report

• Forecast accuracy report

SLA stands for Service Level Agreement.

• SLA is a contract between a service provider and a customer that defines the level of service expected.

• It outlines the metrics, responsibilities, and guarantees for the service.

• SLAs are commonly used in IT, customer support, and outsourcing industries.

• Examples of SLA metrics include response time, resolution time, and uptime.

• SLAs help ensure that services are delivered as agreed upon and provide a basis for measuring performance.

Real-time management for expiry involves monitoring and managing product expiration to minimize waste and ensure compliance.

• Monitoring Expiry Dates: Regularly check the expiry dates of products in inventory to ensure they are used or sold before they expire.

• Automated Alerts: Implement systems that send alerts when products are nearing their expiry date, allowing for timely action.

• First-In-First-Out (FIFO): Use FIFO inventory management to ensure older stock is sold first, red...read more