Analyst WFM Dialer
3 weeks ago
Location:
- PHL Bridgetowne, Tera Tower
Skills Required:
- Dialer Analyst for Collection programs
- Must have at least 3-5 experience in collection account
Key Responsibilities:
- Responsible for scheduling and planning across multiple locations.
- Responsible for team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communication among centralized and site teams and leadership.
- Preparing of schedules using Erlang for different queues across multiple locations
- Resolve escalated issues and requests received from the site management.
- Root cause analysis of SLA deviation, action plan development and resolution.
- Schedule ADHOC intra-day training/agent movement basis occupancy rates across vendors.
- Produce and analyze daily efficiency reports (representative availability, access level etc.)
- Attend the centralized and/or site management meetings, as per requirement.
- Cater to real time ADHOC requests as per requirement
Desired Skills:
- Knowledge of WFM tools
- Excellent analytical skills
- Capacity planning
- Good communication skills.
- Good knowledge of MS Excel.
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