Work Force Management / Dialer Analyst (Thane)

We are looking for a detail-oriented WFM Executive (Work Force Management )to support our BPO operations team. This role involves real time monitoring managing reports, schedules and workforce data while coordinating with operations to ensure smooth staffing.

Responsibilities: Monitor real-time performance and highlight deviations Drive real time management performance Would constantly monitor, track, communicate and document real time floor activities in terms of adherence to defined processes. Responsible for approving and plotting real- time schedule exceptions, and in creating accurate, timely, and relevant intraday reports. Handle employee shift swaps, leaves and schedule changes Analyze data trends and provide insights to management Ability to conduct root cause analysis and provide operational actions. Publish intraday reports and attendance at regular intervals. Monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership.

Requirements Minimum 2 plus years of experience as a Workforce Management (WFM) Analyst Excellent English written and verbal communication. Proficient in using MS Office applications (MS-word, Excel) & Google Sheets.

Good analytical skills. Knowledge of WFM tools required.NICE, Aspect, Verint Genesys Purecloud will be an added benefit.

Education Qualification: Graduate in any stream

Work Schedule: 6 days a week / Rotational Shift

Contact: For more details or to apply, call or WhatsApp us at 9594987880.

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Health insurance

Experience:

• Workforce management: 1 year (Required)
• Real-Time Operations Support: 1 year (Required)
• Dialer Analyst: 1 year (Required)

Language:

• English (Required)

Location:

• Wagle Estate, Thane, Maharashtra (Preferred)

Work Location: In person