Process Lead/ Assistant Manager- WFM Analyst
PuneFull Time
CAPACITY PLANNING
SCHEDULING
Job description
Job title: – Process Lead/
Assistant Manager- WFM
Job Location: Pune
Candidate must
have 4 + years of experience as WFM Analyst
Scheduling to
business specific rules, preference based, multi week performance / rule
based schedule bidding
Workflow &
Workload Optimization (Front Office Voice ACDs / Dialer Management & Back Office
email / fax / chat / website ++)
- Monthly / Fortnightly / Weekly optimized every
week for next week.
- Schedule management of Future Schedule Change
& Historical Adherence Exception Management for accurate Analysis
Monitoring shrinkage, schedule
adherence, variance reports of daily traffic volumes, headcount analysis, real
time performance
Monitors call routing;
reviews and provides recommendations for optimal intervals on all real-time
non-phone activities (training, meetings, coaching, etc.)
Data Extraction and update the
daily RAP (Review Action Plan – governance and engagement tool with Operations)
Pack (including commentary and recommendations)
Service Delivery
by Real time Adherence & Intervention / escalation
Start with daily
Review Action Plan (RAP) & Monitoring through day
Prepare root cause analysis of
SL performance, staffing and update reasons for aberrations for previous day
Identifies course of action or
makes recommendations relating to staffing deviations based on observations (Shift
Extensions and Overtime offers, Schedule Adjustments, Skill changes).
Chairing the daily RAP (Review
Action Plan) calls with Operations and completing action items from the call
Reviewing and Optimizing
current day Schedules
Analysing forecasted volume
and available staff to ensure that staffing is scheduled in the most efficient
manner to properly utilize available resources and maintain acceptable service
levels
Identifies course of action
and makes recommendations relating to staffing deviations
Share trends &
observations of issues impacting performance of the business
Ensuring that optimum service
level targets are achieved on a monthly, daily / intra-day basis in order to
drive up service level consistency performance
Sharing hourly, daily, weekly and
monthly updates to stakeholders
Variance reporting to enable
management to make timely decisions about planned off line activities and
outages
Executes established Business
Continuity procedures in times of unexpected outages and incident management
events. (i.e. Unplanned System Outages, Fire, Power failures, etc.)
Ad hoc tasks to support the
business
Flexible with shifts.
Skills Required
Process Lead/ Assistant Manager- WFM Analyst
ITES/BPO/KPO
B Com
Full Time, Permanent
Key Skills
- CAPACITY PLANNING
- SCHEDULING
Other Information
GO/JC/344/2025
Supraja
