WFM Real Time Analyst I-Grade B1

Enforce real time adherence in all Work

Types and Markets within the scope of

operation

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Monitor the volume of contacts at

interval level, as well as the proper use of activity codes,

overall onsite / offsite shrinkage, variations in AHT, and any other

real time events that contribute or impact negatively in the

execution of planned productivity hours to meet

SLAs

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Constant interaction with Client,

reporting site performance; including but not limited to staffing

compliance, skilling status, and

outages

Provide visibility and reporting

capabilities of main KPIs related to intraday and scheduling

functions such as adherence, shrinkage components, projected

interval compliance, and bidding

completion

Creation and optimization of schedule

shells, allocating productive time based on interval level staffing

needs, following region specific labor

laws

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Appropriate distribution of programmed

shrinkage (activity codes) to guarantee the accuracy of projections

related to productive staffing

commitment

Develop and maintain a scheduling matrix

for each specific site and region; adequately updating information

related to labor laws, shift types, and other considerations

required to appropriately perform scheduling

tasks

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Recognize and communicate challenges and

areas of improvement during, and after scheduling cycles; providing

solutions to meet staffing expectations at interval

level

Recommended

Qualifications

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3+ years of tenure in WFM intraday and

scheduling positions

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Proven experience in operating and

directly handling a scope of more than 500

FTEs

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Proven experience in scheduling

distribution / bidding of more than 2000

FTEs

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Creative and problem solving

oriented

Know-how in managing real time adherence

in different lines of business in a multi-skill environment

simultaneously (shrinkage, outages, under / overstaffing,

etc.)

Excellent communication

skills

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Proactive and able to take decisions

based on real time situations

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Knowledge of WFM tools (Aspect, Verint,

IEX) - Aspect

preferable

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Advanced Excel skills (LOOKUP, INDEX,

IFS, Pivot Tables, MATCH, table arrays,

macros)

Studies in Engineering, Business

Administration, or related fields

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Experience working with internal /

external stakeholders in multiple geographic

regions

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