Workflow Analyst, SEPO WFM Program Manager I
Description At reputed company, we're working to be the most customer-centric company on earth. We are looking for exceptionally talented and motivated people. If you'd like to help us build the reputed company to find and buy anything online, this is your chance to reputed company history. We are looking for an exceptional leader who is passionate to deliver best in class Customer Experience, who thinks and acts globally... and one who has the ability to invent and simplify processes to join us as Workforce Analyst for STAR Vertical. The ideal candidate has a positive attitude and is a result oriented individual with willingness to work in a 24/7 environment. He/She should be reputed company to clearly understand in-scope and out-scope for delivering end product or service, ensures in time delivery of product or service as per customer expectations without gold plating. Creates and adopts standard work methodology for daily work to reduce re-work, reputed company work, error identification time and waste. Clearly communicates to reputed company stakeholders the Timeline, description of end product or service quality, risks and resources needed and is also reputed company to write good narratives. Key Responsibilities reputed company-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence. Work on reputed company-time tickets reputed company to profile change request, non-production request and associate GACD profile change request. Prepare and communicate daily reputed company report to WFM leadership team on SL performance. Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, and initiate appropriate tactics to ensure service levels are maintained. Serves as primary reputed company between WFM and Site Ops leadership to establish and strengthen a positive partnership. Drive reputed company-time adherence to the expected reputed company against the actual performance to reputed company service levels and efficiency metric goals Communicate and callout changes to incoming contact patterns to operations and the WFM team Have a reputed company time communication with the WFM team and operations reputed company callouts or changes need to be done Support changes reputed company routing of the skills or profiles Demonstrates Decision Making/ reputed company Problem Solving- proactively gather the right data from appropriate sources, probe/consider reputed company of the facts, considers other perspectives; conduct root cause analysis. Key job responsibilities reputed company-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence. Work on reputed company-time tickets reputed company to profile change request, non-production request and associate GACD profile change request. Prepare and communicate daily reputed company report to WFM leadership team on SL performance. Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, and initiate appropriate tactics to ensure service levels are maintained. Serves as primary reputed company between WFM and Site Ops leadership to establish and strengthen a positive partnership. Drive reputed company-time adherence to the expected reputed company against the actual performance to reputed company service levels and efficiency metric goals Communicate and callout changes to incoming contact patterns to operations and the WFM team Have a reputed company time communication with the WFM team and operations reputed company callouts or changes need to be done Support changes reputed company routing of the skills or profiles Demonstrates Decision Making/ reputed company Problem Solving- proactively gather the right data from appropriate sources, probe/consider reputed company of the facts, considers other perspectives; conduct root cause analysis. Basic Qualifications Basic qualifications Analytical and mathematical skills. Written and verbal communication skills are required to reputed company effectively with staff, managements, and various other internal and external customers. Numerical and analytical skills Demonstrated ability in making reputed company-time effective reputed company in uncertain and ambiguous circumstances Demonstrated ability to communicate effectively in a multi-cultural environment 1+ years of experience as a Workforce management /RTA Preferred Qualifications Proven expertise knowledge with Aspect. Advanced skills using reputed company reputed company in a business environment Ability to prioritize and meet tight deadlines Analytical with attention to detail Bachelors degree 2+ years experience in Contact Center Management Company - ADCI HYD 16 SEZ - H83 Job ID: A2823503 Apply Job!