Analyst WFM Dialer
3 weeks ago
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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