Foundever•2h ago
Naukri
RTA Analyst
Navi Mumbai
Full Time
Mid Level
N/A
N/A
N/A
Responsibilities
Qualifications & Requirements
Experience Level: Mid Level
Full Job Description
Job Title: Command Center Analyst, Workforce Management
Job Summary: The Command Center Analyst is integral to managing workforce schedules and daily operational performance, ensuring critical client Key Performance Indicators (KPIs) are consistently met. This dynamic role involves deep analysis of intraday operational trends, implementing proactive staffing and scheduling adjustments, and collaborating closely with operations teams to maximize resource utilization. The analyst is pivotal in harmonizing customer demand with available staffing, thereby driving operational efficiency and informing strategic decision-making.
Key Responsibilities:
Intraday Management
- Proactively recommend and execute intraday interventions, including Overtime (OT) or Voluntary Time Off (VTO), skill adjustments, and break/lunch schedule modifications to maintain Service Level Agreements (SLAs).
- Evaluate and approve schedule change requests, coordinating with the Intraday Analyst for precise system updates.
- Collaborate with Schedulers and Forecasters to identify and communicate emerging trends or significant performance discrepancies.
Performance Tracking & Reporting
- Analyze variances between forecasted operational metrics (volumes, Average Handle Time - AHT, service levels) and actual performance.
- Investigate and identify the root causes of intraday performance deviations, escalating substantial risks to Operations and WFM leadership.
- Deliver actionable insights and recommendations to enhance forecasting accuracy and scheduling effectiveness.
Communication & Coordination
- Partner with operations leaders to reinforce schedule adherence and effectively manage real-time shrinkage.
- Act as the primary point of contact between Operations and Workforce Management (WFM) for real-time operational updates and critical escalations.
Reporting & Documentation
- Generate and disseminate daily intraday and end-of-day reports, consolidating performance summaries, key metrics, and details of recovery actions implemented.
- Maintain comprehensive logs of all intraday adjustments, escalations, and identified variance drivers to support audits and continuous improvement initiatives.
Qualifications & Skills:
- A Bachelor's degree is preferred, or equivalent practical experience within a contact center or Workforce Management (WFM) environment.
- Possession of 2-3 years of experience in Workforce Management, with a specific emphasis on intraday or real-time operational management.
- A robust understanding of core Workforce Management processes, including forecasting, scheduling, and intraday management.
- Demonstrated proficiency with Workforce Management (WFM) tools such as NICE/IEX, Verint, Aspect, or Genesys, along with contact center reporting systems.
- Strong analytical, problem-solving, and decisive decision-making capabilities.
- Excellent communication, prioritization, and effective stakeholder management skills are essential for success in this role.
Company
Foundever
Navi Mumbai
Posted on Naukri