Senior Analyst - WFM

SUMMARY:

Leading global BPO client is looking for a Senior Analyst to join their team, based in Durban.  MUST have international BPO client/campaign experience within the USA market.

The purpose of the role is to manage the Intraday Planning requirements for Operations team on Real Time basis. Help operations team in managing their offline requests, holiday requests on live day. To monitor the real time performance of the business and raise alerts for business critical issues.

POSITION INFO:

Key Accountabilities & Responsibilities

• Attend weekly and daily staffing review meetings with management and forecast/scheduling analysts detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks
• Fill overtime and undertime availability
• Manage intraday staffing levels
• Monitor real-time Community Adherence Alerts
• Monitor real-time ACD agent work state reports
• Manage call-in line
• Approve discretionary activities to increase occupancy
• Increase staffing levels or modify call routing to increase service levels
• Administration of intraday schedule changes
• Communicate identified intraday risks to management and other intraday analyst
• Perform other duties and assignments as directed

• Candidate should have a strong exposure to Contact Center Work Force Management.
• Workforce Tool knowledge of IEX, Aspect, Blue Pumpkin is preferred.
• Previous experience with ACD reporting and administration experience desired
• Good working experience on MS excel is a must
• Good presentation, communication and analytical skills
• 2-3 years of experience with 1.5 years of WFM experience

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