SME- WFM
Job description
Process Specialist Candidate Specification: Minimum 2 years of relevant experience working in Workforce management into Real time analysis. Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alerts. Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data. Manage and enter real time exceptions in WFM software. Track the everyday attendance and provide recommendations for understaffing and overstaffing. Review and analyze call arrival patterns and provide recommendations to improve customer practice. Proficiency in Microsoft Office Applications including Word and Excel, Google Sheets, Google Studio.
Skills Required
Key Skills
- WORK FORCE MANAGEMENT
- REAL TIME ANALYSIS
- WFM
Other Information
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