Wfm Rta Analyst

10+ Wfm Rta Analyst Interview Questions and Answers

Updated 19 Mar 2025
search-icon

Q1. Explain how Workload is calculated on Interval basis

Ans.

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?

Ans.

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?

Ans.

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?

Ans.

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

Are these interview questions helpful?

Q5. What actions would you take if the agents are idle while the service level is decreasing?

Ans.

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

Ans.

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.

Share interview questions and help millions of jobseekers 🌟

man-with-laptop

Q7. Explain how workload is calculated

Ans.

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?

Ans.

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

Ans.

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

Ans.

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

Interview Tips & Stories
Ace your next interview with expert advice and inspiring stories

Interview experiences of popular companies

3.5
 • 3.9k Interviews
3.9
 • 1.8k Interviews
3.7
 • 750 Interviews
3.7
 • 137 Interviews
2.5
 • 100 Interviews
View all

Calculate your in-hand salary

Confused about how your in-hand salary is calculated? Enter your annual salary (CTC) and get your in-hand salary

Wfm Rta Analyst Interview Questions
Share an Interview
Stay ahead in your career. Get AmbitionBox app
qr-code
Helping over 1 Crore job seekers every month in choosing their right fit company
65 L+

Reviews

4 L+

Interviews

4 Cr+

Salaries

1 Cr+

Users/Month

Contribute to help millions

Made with ❤️ in India. Trademarks belong to their respective owners. All rights reserved © 2024 Info Edge (India) Ltd.

Follow us
  • Youtube
  • Instagram
  • LinkedIn
  • Facebook
  • Twitter