Job Description

Job Advert
If you have excellent communication skills, are a strong decision maker and solution finder then read on for what could be the next step to take your career to new heights! We are looking for a Senior WFM Analyst to join our team in our Gurgaon office and make a difference in the Workforce Management Department by growing and meeting our client and business needs. Join our fun-loving global community of more than 120,000 passionate people who work across 200 locations in over 60 countries delivering exceptional customer experiences for some of the world\xe2\x80\x99s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive. In this exciting role, you will have the opportunity to work in a fast-paced dynamic team, managing various projects. You will promote and foster growth within the department, co-ordinate the consistency of guidelines and best practices as well as ensuring standardisation, consistency and enhancement of processes. We are looking for highly organised individuals with a keen eye for detail and analytical way of thinking to prepare and organise teams of varying personalities. If you\xe2\x80\x99re a natural problem solver or a determined solution finder, then this role is a great opportunity for you to shine. There\xe2\x80\x99s no time to get bored in this role so if you\xe2\x80\x99re looking for a challenge, have a knack to work efficiently and the ability to multitask in a fast paced environment then seize the moment and apply today.
What you\xe2\x80\x99ll be doing

• Preparing and analysing agent schedules in order to meet service level requirements in the most efficient manner possible within work rules, legal requirements, and other constraints
• Creating and maintaining shift profiles and scheduling rules within the Workforce Management software
• Providing ongoing analysis of available shift offerings, staffing requirements, and time off allocations
• Performing ad hoc reporting as needed to support information requests from Servicing
• Collaborating with other analytical groups within the organization to share information as needed
• Managing holiday allocation at agent and business level and ensure effective employee engagement
• Headcount management to support optimization at recruitment and training level
• Assuming and performing other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

What you\xe2\x80\x99ll need

• Graduate or above
• Minimum 3 years\xe2\x80\x99 in a contact centre
• Minimum 12 months\xe2\x80\x99 experience in scheduling role
• Candidate should have a strong exposure to Contact Centre Work Force Management
• Workforce tool knowledge of Teleopti, IEX, Aspect, Blue Pumpkin is preferred
• Strong working experience on MS Excel
• Good presentation, communication and analytical skills
• Ability to prioritise workload, meet deadlines and manage multiple and varied projects, including ability to coordinate and balance numerous tasks in a time-sensitive environment
• Good mathematical, logical, analytical and problem-solving skills with strong attention to detail
• Quick learner with a positive attitude
• Good CMS knowledge
• Excellent/advanced excel skills

Each Webhelper brings a different energy, passion, a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients. Take this opportunity to join our collaborative team of game-changers today. After applying, you will be sent a link to complete a quick online chat. We don\xe2\x80\x99t want you to miss out on the opportunity so please check all of folders for the link after applying.
Job Reference: IN01774