Wfm Rta Analyst
10+ Wfm Rta Analyst Interview Questions and Answers
Q1. Explain how Workload is calculated on Interval basis
Workload is calculated on Interval basis by dividing the total workload by the number of intervals in a given time period.
Total workload is divided by the number of intervals to get workload per interval
For example, if total workload for a day is 480 minutes and there are 96 intervals (15-minute intervals), workload per interval would be 5 minutes
This calculation helps in understanding the distribution of workload throughout the day
Q2. How can high shrinkage be addressed to achieve the desired service level and meet the applicable percentage?
Addressing high shrinkage involves strategic planning, workforce management, and proactive measures to maintain service levels.
Analyze shrinkage patterns: Identify peak times and reasons for absenteeism to better manage staffing.
Implement flexible scheduling: Use part-time or on-call staff to cover high-demand periods.
Enhance employee engagement: Foster a positive work environment to reduce turnover and absenteeism.
Utilize technology: Implement workforce management tools to f...read more
Q3. How do you approach agents who are consistently exhibiting high Average Handling Time (AHT), and what actions do you take in such situations?
I analyze AHT trends, provide targeted coaching, and implement strategies to improve agent performance and efficiency.
Conduct a one-on-one meeting to discuss AHT metrics and understand the agent's perspective.
Review call recordings to identify specific areas where the agent may be spending excessive time.
Provide targeted coaching sessions focusing on effective call handling techniques, such as using scripts or FAQs.
Set achievable AHT goals and monitor progress regularly, offe...read more
Q4. How do you manage service levels when forecasting volume is high?
Managing service levels during high volume forecasts requires strategic planning and resource allocation.
Analyze historical data to identify peak times and adjust staffing accordingly.
Implement flexible scheduling to accommodate increased volume, such as part-time staff or overtime.
Utilize real-time monitoring tools to track service levels and make adjustments on the fly.
Prioritize critical tasks and streamline processes to maintain efficiency under pressure.
Communicate with ...read more
Q5. What actions would you take if the agents are idle while the service level is decreasing?
To address idle agents while service levels drop, I would analyze data, reallocate resources, and implement immediate engagement strategies.
Analyze call volume trends to identify peak times and adjust staffing accordingly.
Implement a proactive engagement strategy, such as assigning agents to assist with back-office tasks or training.
Communicate with agents to understand any barriers to taking calls and address them promptly.
Utilize real-time monitoring tools to identify idle ...read more
Q6. Do you know about Re-Forecasting
Re-forecasting is the process of updating a forecast based on new information or changes in circumstances.
Re-forecasting involves adjusting a forecast based on updated data or changes in assumptions.
It helps in making more accurate predictions and decisions.
For example, in workforce management, re-forecasting may be done to account for unexpected absences or changes in call volume.
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Q7. Explain how workload is calculated
Workload is calculated by analyzing historical data on call volumes, average handle times, and other factors to determine staffing needs.
Workload is calculated by analyzing historical data on call volumes
Average handle times are also taken into account
Other factors such as service level agreements and forecasted call volumes may be considered
Staffing needs are determined based on the calculated workload
Q8. How do you do Re-Forecasting?
Re-forecasting involves updating forecasts based on new information or changes in circumstances.
Review current data and assumptions
Identify any changes or trends that may impact the forecast
Adjust forecast models or algorithms as needed
Communicate updated forecasts to relevant stakeholders
Monitor actual performance against re-forecasted numbers
Q9. How can the roster demand be created using forecasting methods?
Q10. What is role of WFM
WFM (Workforce Management) plays a crucial role in optimizing staffing levels, forecasting workloads, and scheduling employees to meet business needs.
Optimizing staffing levels to ensure efficient use of resources
Forecasting workloads to anticipate busy periods and adjust staffing accordingly
Scheduling employees based on forecasted workloads and business needs
Monitoring and analyzing real-time data to make adjustments as needed
Ensuring compliance with labor laws and regulatio...read more
Q11. Shrinkage formula
Shrinkage formula calculates the difference between scheduled and actual work hours.
Shrinkage = (Scheduled hours - Actual hours) / Scheduled hours
Scheduled hours are the total hours an employee is supposed to work
Actual hours are the hours an employee actually worked
Shrinkage is often expressed as a percentage
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