Sr. Analyst - WFM RTA

Basic Functions Responsible for intra-day management processes for operations located in Noida – India & Philippines. To achieve business service level objectives efficiently. Role & Responsibilities • Efficiently manage intra-day staffing and service level. • Provide timely, accurate reports on intra-day performance. • Monitor and drive schedule adherence. • Communicate effectively with internal and external customers. • Perform other duties and assignments as directed. General Skills • Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail. • Solid critical thinking, problem solving, and interpersonal skills. • Demonstrates ability to give and receive feedback with peers and business partners. • Must demonstrate sound arithmetic, analytical and problem solving ability. • Excellent verbal, written and comprehension skills. Technical Skills • Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports. • Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, Avaya CMS etc. Work Experience Requirements • Minimum of 2-year WFM experience in a call center inbound voice process Role & Responsibilities • Efficiently manage intra-day staffing and service level. • Provide timely, accurate reports on intra-day performance. • Monitor and drive schedule adherence. • Communicate effectively with internal and external customers. • Perform other duties and assignments as directed. Graduate