Analyst - Work Force Optimizer - BFSI/BPO/KPO

Job Summary:

Candidates who fit this profile will have experience architecting, designing, and implementing WFOsolution,

Job description may include the following.

- Would be responsible for design and delivery in Customer Services domain

- Design and operationalization of Workforce Forecasting, Manpower Planning and Scheduling, quality monitoring, interaction analytics, coaching, agent performance management / score cards

- Process Improvement (Initiative towards improvement in SL, AL, Productivity, Login Adherence and Absenteeism.)

- Design and Implement corrective action plan to control the variance in scheduling and staffing

- Report design and generation for various Workforce Optimization (WFO) metrics such as forecasts, shrinkage, attendance and real time reports

- Evaluation of WFO packages such as IEX and EWFO, Nice interaction management, Nice performance management.

- Implementation, configuration and training delivery on WFO packages (IEX, EWFO, NIM, NPM).

- Responsible for implementing and providing new functions and updates of IEX/NPM, NIM to team members.

Job Specification

The following characteristics are sought:

- Experience in designing and implementing WFO practices including all aspects of WFO - Forecasting, Scheduling, Staffing and Reporting, quality monitoring, interaction analytics, coaching, evaluation & scoring

- Experience in running WFO operations on a day to day basis.

- Experience in contact center operations including operational and performance excellence

- Ability to define operational performance solutions including gap analysis, design and implementation

- Strong advance level excel and power point experience.

- Creation of business case including ROI generation and project management of solution deployment

- Candidate should have worked in a BPO or Contact center operations with specific focus on WFO activities

Educational Qualification

- Bachelor's degree and MBA from a reputed institute.

- 3+ years of experience in a contact center of similar industry running operations.

- 2+ years of experience in running WFO processes.

- 2+ years of project management experience.

- Consulting experience preferable.

Mandatory Note

- Experienced in using various WFO packages - IEX, eWFO, NIM, NPM