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Real Time Analyst / Resource Planning & Optimization

Adaugat de 2 luni
ID #32321
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Real Time Analyst / Resource Planning & Optimization
Adaugat de 2 luni

Descriere

Candidatul ideal
WFM Analyst is responsible for the real-time monitoring of all queues and skill sets, making adjustments to call allocations driven by real-time trends. Responsible for the real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests, schedule changes, etc..
Descrierea jobului
Main Responsibilities:

A good understanding of resource planning and scheduling processes.
Knowledge of workforce management systems and call routing technologies.
Organized, Energetic and Calm under pressure.
Excellent Communication (English)
Can work and adapt within a highly dynamic and growing environment.
Problem Solving.
6 months experience using any recognized WFM tool

On this role, you would:

Responsible for creating and deliver weekly work schedules for customer service agents along with the WFM scheduler;
Collecting and reviewing data for the project assigned and create short, medium and long term forecasting (workload estimation) of required metrics and inputs using standard files;
Adjusting and fine tuning the forecast based on historical data, external factors and additional information from the client;
Updating the capacity planning (standard file with all the information about the project);
Approve/ reject leave requests for each week of the year, for all the agents assigned to your project, based on the available capacity;
Determine together with WFM Business Partner the hiring strategy and create requests for new hire classes;
Keeping up to date planning documents;
Analyzes and scenarios for changes in project structure.

 

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    Inregistrat la data de 15/04/2019

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