10+ Wfm Rta Analyst Interview Questions and Answers

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

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

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

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

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.

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

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

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