Workforce Management

Greetings from Gainwell Technologies... Summary A WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met. This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day based on live data; their key responsibilities include analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via Teams chats with functional areas. Key skills • Strong analytical skills to interpret data and make informed decisions quickly • Excellent communication skills to collaborate with operations teams and escalate issues effectively • Ability to work under pressure and make rapid adjustments in a fast-paced environment • Proficiency in workforce management software and tools • Understanding of contact center operations and key performance metrics Role & Responsibilities • Real-time monitoring: Continuously monitor call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to identify potential issues. • Staffing adjustments: Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations. • Break management: Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels. • Adherence monitoring: Track agent adherence to their scheduled work times and identify deviations requiring intervention. • Performance reporting: Generate real-time reports on key metrics like call volume, average handle time, and service level attainment. • Collaboration with operations team: Work closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies. • Identifying trends: Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues. • Escalation management: Escalate critical issues to relevant stakeholders, when necessary, such as unexpected high call volumes or staffing shortages. • System management: Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports. Shift Timings (Night Shift) - 9 Hours Shift in between 4.30 PM to 4.30 AM IST

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