Workforce Services Analyst-Messaging
Designation: Workforce Services Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
Language - Ability:English(International) - Expert
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What would you do? Role Description "The requirement is where Real-time management involves actively monitoring and adjusting the flow of calls and agent activities throughout the day to ensure service levels are met. This includes responding to unexpected changes in call volume, agent availability, and other factors that can impact performance. By using real-time data, the team can make immediate decisions to reallocate resources, address issues via incident and IVR management, and optimize the customer experience across care and retail. Planning, on the other hand, focuses on forecasting and preparing for future needs. This involves analysing historical data to predict call volumes, scheduling agents accordingly, and ensuring that the contact centre is adequately staffed to handle expected demand. Effective planning helps in minimizing costs, reducing idle time, and improving overall Role overview CL11 RTA & Planning Analyst managing real-time operations and forecasting contact volumes.
What are we looking for? skills and competencies • Strong analytical skills• Workforce planning knowledge• Decision-making capability Experience and qualifications • Experience in workforce planning or contact centre analytics
Roles and Responsibilities: Key responsibilities • Monitor intraday performance• Adjust staffing allocations• Forecast call volumes• Optimise scheduling
Mumbai
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