WFM ANALYST

WFM will be responsible for a team working from home or BM. He/she develops to meet and exceed performance and client satisfaction and any other relevant key operational metrics by providing guidance, support and education. The WFM Analyst is responsible for:
monitoring agents adherence
daily reports on service levels and recommendations of where improvement is required
analysis daily, weekly and monthly SLA’s, AHT, Productivity and Adherence.
Responsible of the Real Time Management of the campaigns
Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.
Check and real-time management of status of agents
Modify staff in real time
Track activities to ensure the Monitoring / Controlling
Scheduling process which includes creation of shifts and change of shifts to ensure agent scheduling that optimizes occupancy and service levels.
Planning vacation time for the agents according to incoming volumes
Provide accurate reports to all the departments

Requirements:
Usage of MS Office (specially Excel)
Fluency in English language
Excellent written and verbal communication
Ability to clearly understand a problem statement
Good Problem-Solving skills
Logical, analytical & mathematical skills
Stress tolerance
Strategic thinking
Planning and Organizing
Flexibility