Workforce Management | WFM | 3 Years- 8 Years | Night Shift| Chennai

Job Description

We are hiring for Workforce Management Specialist (3-8 Years) Job Location- Chennai. Role: WFM Real-Time Analyst - SME Qualification- Graduate & Postgraduate. Notice Period- Immediate Joiner only. Shift- Rotational night shifts, 2 Rotational weekly offs cabs given. Salary- 7LPA max Job Description: The RTA SME is responsible for planning, forecasting, scheduling and real time resource management of the account. Role & Responsibilities: Daily real-time monitoring of service levels for all queues at all sites. Oversee agent performance from all teams at all sites. Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals. Communicate changes to incoming contact patterns to operations and the broader WFM team. Update and send reports related to the performance overall, per queue and of each site. Review and process OT/VTO requests in real-time. Work closely on short-term and long-term workload forecasting, scheduling activities Qualifications & Work Experience: 2+ years of experience in Workforce Management, including scheduling and forecasting experience with a software package such as Avaya CMS, Genesys, Verint, IEX, Aspect eWFM, etc. Experience in a large (100 agents minimum), multi-site call center operation with outsourced sites, and multiple lines-of-business Analytical experience with data, systems, and operations Excellent analytical, organizational, problem solving, verbal and written communication skills Significant creativity is required Ability to work independently, within a team environment and with multiple priorities Proficient in current industry standard PC applications and systems (e.g. Excel, PowerPoint and Word) Must be a quick learner Interested applicants please connect to below provided contact details. Share CV: Amzad@inspirationmanpower.co.in Call to: Amzad Ali @ 9900024952