Location: Cincinnati, OH

Duration: Permanent

Position: WFM Analyst – Scheduling & Service Delivery:

 

Face to Face Interview 



Job Summary:

The WFM Analyst is responsible for the tactical planning delivery, monitoring staffing levels at an intraday level, proactively providing consultative advice and recommendations to ensure optimal balance of available employees to meet the demands of the business and organizational objectives while exemplifying TCS's brand and culture

Key Responsibilities:

• 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


• Analyzing 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 levels / Abandon % target are achieved on a monthly, daily and 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

Synopsis

• General understanding of call center metrics


• Strong ability to multi-task and manage competing priorities


• Strong analytical and problem solving skills


• Heightened attention to details to ensure accuracy in output


• Strong communication skills (verbal and written), to support confident and credible interactions with employees and leaders at multiple levels.


• Excellent with MS – Excel


• Proactively identifies and initiates appropriate actions


• Work independently to handle Internal & Customer Requirements by providing timely and Required Reports with Trend Analysis


• Internal & external deadlines are to be met


• To ensure that appropriate quality standards are met.


• To ensure that MIS & Reports data is accurate and robust ensuring that reports are accessible to appropriate audience.


• Liaise with relevant external bodies as appropriate

Position Qualifications: Minimum Qualifications:

• Requiring 3-4 years of strong performance and depth of relevant experience in Contact Centre environments

Professional Skills:

• Proficiency in MS-Excel


• Basic Understanding of ACD


• Working knowledge of a WFM tool (Genesys, Nice WFM, Aspect eWfm, Verint i360, Teleopti, Avaya Aura, etc.) will be an additional advantage