Newfold Digital
Location
Mumbai | India
Job description
Who we are.
Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands. The Role: We are looking for an Analyst who will be responsible for analyzing contact center and agent performance, generating forecasts, creating schedules, managing schedule changes, strategically plan non-production activities and assist managing all intraday performance including contact volumes and schedule both historically and in real-time. As a key member of the Sales & Customer Success Organization the WFM Analyst will work with the various Operations Management teams to produce staffing requirements for their assigned processes/site(s) in order to drive hiring plans and influence resource utilization strategies in order to help drive resource optimization and cost efficiency What you’ll do & how you’ll make your mark: Analyze & provide accurate forecasts for volume, AHT, and required staffing plans to meet service level goals Understand any changes or trends in daily or interval proportions against forecasts which would impact staff requirements and action to mirror contact arrival patterns where possible Plan & forecast for anomalies due to seasonal variations, specific events, and other cyclical patterns that may affect levels of service and provision staffing plans Create agent schedules, Manage schedule changes and schedule trade/swap request process Assist with scheduling all non-production events during the most optimal times for assigned site(s) and ensure low impact on SLAs Provide weekly staffing outlook which details projected peak volumes with action plan and scheduled non-production events Monitor agent activity and adherence historically and in real-time and make recommendations to help manage these areas Monitor intraday performance and work with floor management to make real time schedule adjustments to enhance service level Alert agents/managers/Command Center when agents are out of adherence or other situations arise when daily performance is about to be or has been impacted Communicate with management and produce daily/weekly/monthly metric reporting Provide post-mortem analysis to clearly identify reasons for missing service targets Responsible for standardizing WFM reporting for all supporting regions/teams—ensuring accuracy in the data and efficiency producing the reports Work with Salesforce, Telephony, CRM administrators and BI teams to build & manage reports, dashboards, alerts etc. Who you are & what you’ll need to succeed. Minimum of 8 years of experience in performing WFM functions (specifically real-time management) in a multi-department/contact center environment required. Excellent verbal & written communication skills English Functional Area ITES, BPO, KPO, LPO, Customer Service & Operations Good understanding of overall operational activities including phone, email, & chat support Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner. Capacity Planning & Contact Forecasting experience Experience with WorkForce Management tools & processes Education-UG - Any Graduate - Any Specialization Why you’ll love us. We’ve evolved; we provide three work environment scenarios. You can feel like a Newfolder in a work-from- home, hybrid, or work-from-the-office environment. Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well. We celebrate one another’s differences. We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally. We care about you. At Newfold, taking care of our employees is our top priority. We make sure that cutting edge benefits are in place for you. Some of the benefits you will have: We have partnered with some of the best insurance providers to provide you excellent Health Insurance options, Education/ Certification Sponsorships to give you a chance to further your knowledge, Flexi-leaves to take personal time off and much more. Building a community one domain at a time, one employee at a time. All our employees are eligible for a free domain and WordPress blog as we sponsor the domain registration costs. Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfoldJob tags
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