Senior Real Time Analyst (WFM Managed Services)
Location
Secunderabad | India
Job description
Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story -
About the Job
The Senior Real Time Analyst position will be responsible for providing Workforce Management (WFM) as a service (RTA role) for a client command center. This person will be managing the vendor network.
As Senior Real Time Analyst (RTA), You Will…
- Overlook the team in the absence of the Manager/Supervisor
- Conduct huddles and pass updates to the team
- Act as Subject Matter Expert and train new members of the team
- Monitor client enterprise service level and staff performance across all vendors throughout the day
- Situational management, Tools issues, WFM Systems issues, etc
- Routing / downtime issues - Create and manage war room to make announcements about outages on respective client tools
- Facilitate daily syncs with clients/vendors to review performance
- Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels)
- Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing
- Approve and push extra time off of phone requests by the vendors
- Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service level performance
- Perform root cause analysis (end of day) and provide updates to enterprise network & leadership team
- Track daily/weekly/monthly performance and provide context on the following metrics: Service Level, Shrinkage/Absenteeism, EOD reports
- Provide regular feedback to the planning and scheduling team
Requirements
As Senior Real Time Analyst (RTA), You Have…
- A University education with a technical background (mathematical or statistical course) is preferred
- 3+ years of previous call center experience required
- A minimum of 1 year of Workforce Management experience is required
- Previous work experience working with Global vendors is considered an asset
- Advanced level of MS Excel/Google Sheets: Pivot Tables, V-Lookup / X-Lookup and Index / Match.
- 1+ years of previous experience with any WFM tools is required (NICE IEX, Aspect eWFM, Verint, Calabrio)
- Knowledge of programming / Tableau will be an asset
- Excel / BI / Reporting tools certifications will be an asset
- Good communication skills, local language and English (required)
- Additional languages would be an asset
- Ability to identify emerging trends, measure impact on the business and use good judgment
- Proactively distill and analyze data, charts, and graphs into actionable insights & present recommendations to stakeholders and other audiences
- Able to collaborate with client's cross-functional teams and vendor RTA teams
- Clear and concise, written and verbal communication (in English)
By signing this application, the applicant consents to IntouchCX collecting, using and retaining hisher personal information for purposes relating to the application process and if hired, the employment relationship.
Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.
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