Analyst - WFM

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3000 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Greece, India, Canada, Poland and Uruguay.

• RTA will be responsible for managing all RTM elated acƟviƟes & manage seamless flow of business metrics & deliverables.
  
  Primary Job responsibilities
  
  Monitoring queue level performance and any significant variations from volume

• forecast, AHT assumptions, and shrinkage factors.

• to Operations and WFM leadership.

• Drive real time management performance for In-house contact centers and Vendors.

• Drive skilling and priority changes for In-house contact centers and Vendors

• Would constantly monitor, track, communicate and document real time floor activities in terms of adherence to defined processes.

• Responsible for approving and ploƫting real- time schedule exceptions, and in creating accurate, timely, and relevant intraday reports.

• Simulating different scenarios, developing contingency plans for unexpected events and

• invoking those plans when required.

• Ability to conduct root cause analysis and provide operational actions.

• Publish intraday reports and attendance at regular intervals.

• Recommend overtime requirements.

• Provide ad-hoc data and regular reporting.

• Work extensively on worksheets.

• Knowledge, skills & competencies required
  Minimum 1.5 years of experience in WFM.

• Excellent written and verbal communication.

• Strong interpersonal skills to facilitate cross geographic interaction.

• Proficient in using MS Office applications (MS-word, Excel) & Google Sheets.

• Knowledge of WFM tools required. Experience of working on Genesys Purecloud will be an added benefit.
  
  Qualifications

• Graduate/Undergraduate

Diversity disclaimer

At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.

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