WFM Analyst Job in Etech Global Services

Job Title: WFM Analyst

Department: Work Force Management

Our team is growing – but we are not adding members just to fulfill requests. We are searching for individuals who are ready to be a part of the next big thing and are excited about growing with our company! Leadership is anxiously waiting to cultivate and develop your skills and prepare you for the career journey of a lifetime.

Our focus is to create lasting impressions with each customer interaction. Reflect on the times you have been the customer and you left your experience feeling satisfied, appreciated and valued. Simply put – these are the experiences you will use to deliver world class results to our customer base.

If you consider yourself to be a team player, goal oriented, and possess a passion for helping others; apply to become a part of the Etech Global Services Team.

About Us:

Globally, we are over 3000 strong, and we are always searching for new team members which will offer fresh and innovative ideas and diverse approaches to everyday problem solving. Etech is governed by 12- character commitments: Integrity, Valuing People, Teamwork, Accountability, Communication, Vision, Adaptability, Humility, Creativity, Teachability, Positive Influence, and Courage. Together, these 12 commitments guide our workplace culture and set the tone for how we treat each other.

Qualification Required:

• Graduate or equivalent with proficiency in MS Office - Outlook, Word, Excel, and PowerPoint

We expect you to have:

• Attention to detail. Drive and ability to deliver excellent customer service to both internal and external customers. Ability to work independently & able to exercise strict confidentiality

What We Offer:

• Transportation allowance

• Canteen Subsidy

• Night Shift allowance as per process

• Schedule Attendance Bonus

• Health Insurance

• Tuition Reimbursement

• Incentive components campaign wise

• Work Life Balance Initiatives

• Rewards & Recognition

• Internal movement through IJP

What You’ll Be Doing:

• To analyse forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels

• Responsible for developing long term, short term and interval level forecasts as well as capacity plans for multiple contact types based on client input and historical data using spreadsheet templates, statistical modelling software and other tools.

• Ensure all required WFA data is tracked and trended on a continuous basis.

• Interface with Account Leaders/Director- Operations as needed for escalation of service impacting issues.

• Coordinates with Director of Operations to interface with client and handle account management issues.

• To work with Operations to develop processes for vacation and other schedule exceptions that maintains the employee needs/Client requirements balance.

• Provide staffing requirements, hiring plans and training plans to the management for multiple accounts, which are complex in nature

• Explanation of crucial business metrics and their importance to the leaders like - Non- Conformance, Schedule Adherence etc.

• Responsible for monitoring schedule adherence variance, daily traffic volumes, headcount analysis, real time performance

• Daily MIS Reporting to the management, preparing critical reports such as QBR (Quarterly Business Review), Weekly Client

Review, Queue Summary report, Attrition report, Process team Alignment report, Contest reports, process-based performance pay (PBPP) for the process.

• Maintain the historical volumes file to ensure data integrity and up to date parameter

• Generating process performance report on Daily / weekly / monthly basis to display the performance charts to the internal (operations) & external clients.

• Publishing the All Hourly / Half Hourly & EOD reports.

• Real Time Aux (Working / Non-Working) & Service Level Management as per the business requirement.

• Launching the downtime in real time and sharing the Lost Agent Minute Tracker with Higher Management & clients. Monitoring programs for Real Time Adherence, Schedule Adherence, Work Force Management Functions