Workforce Management Analyst (RTA)

Position: RTA/Workforce Management (Call Center/BPO)

Location: Pune, Maharashtra

24*7, Bpo

Work From Office

Job Summary:

As an RTA/Workforce Management (WFM) consultant , you will play a crucial role in optimizing workforce efficiency and ensuring the smooth operation of the workforce management function. You will be responsible for overseeing the forecasting, scheduling, and real-time management activities, as well as providing insights and recommendations for process improvement. Your expertise and leadership will contribute to the achievement of service level goals, client satisfaction, and operational excellence.

Key Responsibilities:

Workforce Planning and Forecasting:

• Expert in Managing Service Level and controlling Leakages
• Forecasting & Scheduling manpower as per business requirement
• Maintaining and recommending the Manpower requirement to higher management, based on current situation and future requirement
• Planning and implementing the new projects as per the requirement of the Organization to reduce the cost and maintain the efficiency of work with less number of Manpower
• Managing cost & quality benefits
• Involved in Analyzing IVR call log files to determine root cause of production issue, IVR UAT testing and implementation
• Must be having hands on experience in Capacity Planning, Forecast and Volume Management, Delivery management, Roster, Client Management
• Must be holding experience in WFM Tools such as IEX / Variant etc.
• Handling Manpower planning is the key responsibility Utilize historical data, industry trends, and forecasting techniques to accurately predict call volumes, chat volumes, or any other relevant workload parameter.
• Collaborate with operational teams and clients to gather necessary information for workforce planning.
• Develop staffing models and create long-term, mid-term, and short-term forecasts to optimize resource allocation and ensure service level goals are met.

Scheduling and Shift Management:

Oversee the creation of staffing schedules that align with forecasted workloads, client requirements, and service level agreements.

Ensure optimal shift patterns, breaks, and rotations to maximize workforce productivity and efficiency.

Monitor adherence to schedules, identify gaps or issues, and provide timely resolutions to maintain optimal staffing levels.

Real-Time Management and Monitoring:

Continuously monitor real-time performance and make immediate adjustments to schedules to address unforeseen staffing shortages, overages, or service level deviations.

Implement strategies to mitigate potential issues, such as adjusting breaks, reallocating resources, or initiating overtime as needed.

Maintain constant communication with operational teams to ensure smooth execution of staffing plans and resolve any real-time challenges.

Reporting and Analysis:

Generate regular reports and analyze workforce data, including forecasting accuracy, scheduling efficiency, adherence metrics, and other key performance indicators.

Identify trends, patterns, and areas of improvement to optimize workforce utilization and enhance operational efficiency.

Provide insights and recommendations based on data analysis to stakeholders for process improvement, staffing adjustments, and overall workforce optimization.

Team Management and Leadership:

Foster a positive and collaborative team culture, encouraging knowledge sharing, best practices, and continuous improvement.

Conduct regular performance evaluations, set goals, and provide feedback to drive individual and team performance.

Stakeholder Collaboration:

Collaborate with cross-functional teams, including operations, recruitment, training, and quality assurance, to align workforce plans with business objectives.

Engage with clients and internal stakeholders to understand their workforce requirements, address concerns, and provide updates on workforce management activities.

Act as a trusted advisor to senior management, providing insights, recommendations, and strategic guidance related to workforce management.

Qualifications and Skills:

• Bachelor's degree in Business Administration, Operations Management, or a related field (or equivalent work experience).
• Proven experience in workforce management or related roles within a BPO environment, with at least 2 years of experience.
• Strong analytical and problem-solving skills, with the ability to work with large data sets and derive meaningful insights.
• Proficiency in using workforce management software, such as Aspect, Verint, or similar tools.
• Excellent communication skills, both verbal and written, with the ability to present complex information in a clear and concise manner.
• Strong organizational skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Detail-oriented and proactive mindset, with a focus on continuous improvement and operational excellence.
• Ability to lead and motivate a team, fostering a positive and collaborative work environment.
• Knowledge of BPO industry operations, metrics, and service level requirements.
• Ability to build effective relationships with stakeholders at various levels, both internally and externally.

About IGT

IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries.

Established in 1998, with 100% focus on customer experience, IGT employs more than 25,000 customer experience and technology specialists providing services to 75 marquee customers globally. IGTs global footprint consists of 30 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Spain, Colombia and the USA.

IGT is ISO 27001:2013, CMMI SVC Level 5 and ISAE-3402 compliant for IT, and COPC, Certified v6.0, ISO 27001:2013 and PCI DSS 3.2 certified for BPO processes. The organization follows Six Sigma rigor for process improvements.

Office Address : IGT Solutions Pvt. Ltd ,Weikfield IT Park, Ground Floor,Viman Nagar, Pune -411014

Budget : 4LPA

Regards

Varsha Batra

[Confidential Information]

M.+91-8527123018 (whatsapp)