Analyst WFM Dialer

3 weeks ago


Dubai, United Arab Emirates Concentrix Full time
About thejob

Location:

  • PHLBridgetowne, TeraTower

SkillsRequired:

  • DialerAnalyst for Collection programs
  • Must have atleast 3-5 experience in collectionaccount

KeyResponsibilities:

  • Responsiblefor scheduling and planning across multiplelocations.
  • Responsible for team projectorganization, centralized and site interaction, planning andexpediting/verifying the overall success of WFM managementfunctionalities. Initiates and manages all WFM communication amongcentralized and site teams andleadership.
  • Preparing of schedules using Erlangfor different queues across multiplelocations
  • Resolve escalated issues and requestsreceived from the site management.
  • Root causeanalysis of SLA deviation, action plan development andresolution.
  • Schedule ADHOC intra-daytraining/agent movement basis occupancy rates acrossvendors.
  • Produce and analyze daily efficiencyreports (representative availability, access leveletc.)
  • Attend the centralized and/or sitemanagement meetings, as per requirement.
  • Caterto real time ADHOC requests as perrequirement

DesiredSkills:

  • Knowledge ofWFM tools
  • Excellent analyticalskills
  • Capacityplanning
  • Good communicationskills.
  • Good knowledge of MSExcel.

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