Wfm Real Time Analyst

Job Responsibilities: Oversee all real-time WFM activities to ensure operational and client goals are metImplement analysis and reporting via WFM tools availablePrepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management TeamAnalyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are metReporting 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 CXOneWorking knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantageAdvanced proficiency in ExcelAbility 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