Analyst, WFM

Hyderabad, Telangana

Analyst, WFM

  • Hyderabad, Telangana
  • Full time
  • Opening on: Jan 6 2025
  • In Office
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Role and KEY RESPONSIBILITIES

                                                                                                                                                     

  • Intraday real time monitoring of service levels for all queues at all sites 24/7/365
  • Real time monitoring of associates performance from all teams at all sites
  • Real Time updates on Service Levels, Contact data, and other KPIs
  • Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals
  • Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
  • Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)
  • Support changes within routing profiles to move associates as needed
  • Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage
  • Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
  • Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders
  • Review and process VTO/PTO/OT/Non-Prod time requests in real-time
  • Provide assistance to the WFM team as needed.

Key Skills & Knowledge

  • IEX WFM – and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting
  • Graduate with 3+ years contact center experience and Good Communication Skill
  • MS Office – Excel, PowerPoint, Word, Access, Outlook, etc.
  • InContact/Oracle – ACD and other ACD platforms to support multi-channel Environment – (Voice/Chat/Email/SMS)
  • 2+ years’ Workforce Experience (RTA or greater)
  • Good knowledge of the call center industry.
  • Good understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
  • Knowledge of ACD and Call Center Workforce applications - preferred.
  • Strong oral and written communication skills.
  • Proficient in Microsoft Office.
  • Ability to multi-task, prioritize, and meet timelines of deliverables.
  • Self-starter, sense of urgency, and works well under pressure.
  • High attention to detail, sense of professionalism and ability to develop relationships

QUALIFICATIONS

  • Graduate

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.

For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 MBps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying.


At Ascensus, we aspire to make a difference for others. We are a technology-enabled services company that helps people save for a better future through our network of institutional, financial advisor, and state partners. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity—housed within our Core Values: People Matter. Quality First. Integrity Always.®


Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws (“Protected Status”).

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By providing my contact information to Ascensus, I agree that Ascensus or its service providers may email, call or send me text messages about career related opportunities.  I acknowledge that listing my cell phone number is not a condition of receiving any career updates.  By listing my cell phone number, I certify that it is accurate and that I own the rights to give consent to text the number provided.  Message and data rates may apply. For more information about Ascensus’ data privacy practices, please visit our Privacy Management page.

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Apply Now

Not You?

By providing my contact information to Ascensus, I agree that Ascensus or its service providers may email, call or send me text messages about career related opportunities.  I acknowledge that listing my cell phone number is not a condition of receiving any career updates.  By listing my cell phone number, I certify that it is accurate and that I own the rights to give consent to text the number provided.  Message and data rates may apply. For more information about Ascensus’ data privacy practices, please visit our Privacy Management page.

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