Senior Executive

Roles & Responsibilities -- 
Role: RTA 

Basis available online real time reports from various sources:

• Monitor and maintain service levels and key metrics in real-time.
• Create, adjust, and manage agent schedules to optimize coverage.
• Make real-time staffing adjustments to meet service level goals.
• Generate and distribute real-time performance reports to stakeholders.
• Identify and resolve operational issues impacting service delivery promptly.
• Analyze historical data to forecast staffing needs accurately.
• Facilitate cross-departmental communication on operational issues.
• Train and support agents on scheduling tools and adherence.
• Recommend and implement operational improvements based on analysis.
• Ensure adherence to company laid out policies and procedures.

*Most of the reporting is being done using MS Excel & Other MS office 365 tools including Collaboration tools

CTC (INR): Min CTC 3,50,000; Max CTC 6,00,000

Full Position Name:

WFM Analyst - Senior Executive|Emerging|Emerging Business Unit|Work Force Management (WFM)|American Express|Work Force Management (WFM)|AMERICAN EXPRESS

Full Position ID: 4400371

Process_Code: 5311302

Qualification – Minimum bachelor's degree (Business Administration, Statistics will be added advantage )

Other Requirements

• 2 years of prior experience of WFM functions 
• Strong analytical skills and proficiency in WFM Processes,
• The ability to thrive in a fast-paced environment and manage multiple priorities effectively.
• Must have excellent written and verbal communication skills and detail oriented.

Must have excellent knowledge of:

• WFM Tools / Apps - IEX, Avaya CMS, AWS & eGain 
• ERLANG methodology 
• MS-Excel

Following will be added advantage:

• Working knowledge of IQD

Shift: Night shifts (20:00 – 08:00 IST x Mon-Sun) 

Week Offs: 2 Split Offs per week

CTC (INR): Min CTC 3,50,000; Max CTC 6,00,000