Shamisha Resources Management LLP Hiring For Senior WFM Analyst at Bengaluru , Bangalore Full Time

Jobs Description:
Generate and maintain forecast contact volumes, handle
times, and staffing requirements for internal and external
lines of business, including vendor partners
Conduct analysis on service level performance, identifying
trends and recommend schedule adjustments to ensure
adequate resource coverage, including staffing level
changes.
Maintain our workforce management software as it
relates to forecasting, scheduling, agent skills and record
maintenance
Suggest opportunities for increased efficiency through
trend analysis, including AUX code usage or adjustments
to shrinkage allocation levels
Coordinate with Operations leaders to align on WFM
policies including time off allowances and out of
production activity expectations
Maintain performance reports tracking daily, weekly, and
monthly KPIs and contributing to weekly and monthly
business review meetings
Align with vendor partners on all planned activities with
an impact to coverage and productivity, including
training, coaching, meetings and holiday coverage
Participates in and/or leads projects related to Workforce
Management functions
Maintains a high level of awareness of contact center
processes and procedures as well as industry best
practices
Acts as a mentor and provides guidance, leadership, and
education on WFM’s role in operations

if you are interested, kindly contact below address and share your updated CV