WFM Real Time Analyst (CDO Onsite)

• Real time Queue monitoring
• Incident tracking, logging and escalations.
• Will check for Schedule adherence.
• Needs to do analysis on daily MIS reports.

1. At any given slots more breaks have been rostered and he couldn’t control the call volume needs to pass feedback to the scheduler to rework on the schedules.
2. If the call volumes and AHT vary on particular days of the month in a particular slot the feedback should be provided to the forecaster to rework on the forecast

• Escalation to be made to the management regarding:

1. High Call Volume.
2. High Absenteeism.
3. Downtime.
4. Non-Adherence of shift timings / Breaks by the Agents.
5. Lateness
6. Update on contractually & Internal KPI MET NOT MET.

• Accuracy to be maintained for all reports which are generated by the RTA team and also need to be sent to be Operations.
• Roster Adherence to be followed and any deviations from the same needs to be highlighted to Operations and Scheduling team
• ESMS tool to be used effectively and all escalation to be done through this tool as well as sending mails for any non-adherence of activity against the schedule.
• Timely & accurate updating of the Attendance to be maintained.
• EOD to be sent to all stake holders.
• If the Operations is calling for a Sac off; need to take an approval from process head
• Needs to check no Agent is working for more than Six days in a week. If yes, then need to highlight it to Operations Managers
• In case of shift swaps needs to check that the difference between the two shifts of an agent in more that 12 hours and is intimated 48 hrs in advance.
• The Real-Time Team once on shift should review the previous day’s performance. Then review the requirement and planned staffing for the current day. Inform Ops AM and Manager if there are any shortfalls. Plan for extra support required (Team Leaders and Support staff login) on the effected intervals.
• In the event, the agents inform about their absence in advance; this information needs to be informed to the Real-Time Team by the Operations SPOC by the End of Business. The Real-Time Team will check the rosters and inform the operations team with the list of agents who have an off for the next day. The Operations Team will ensure they call in agents to do a Sac Off to cover the shortfall.

Qualifications:

• 1-2 years WFM Real Time Management experience
• At least 2 years BPO experience
• College level