Wfm Real Time Analyst

Job Responsibilities:
•Oversee all real-time WFM activities to ensure operational and client goals are met
•Implement analysis and reporting via WFM tools available
•Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team
•Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met
•Reporting of information such as call volumes, SL and abandon rates as and when required by the business

Requirements:
•2+ years of RTA Experience with hands-on experience of IEX and CXOne
•Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage
•Advanced proficiency in Excel
•Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week