eWorkforce Management analyst,, kolkata

1. Responsible for Forecasting, Staffing, Planning, Scheduling & Analytic
2. Forecasting Intra-day, Daily, Weekly, Monthly & Yearly call center workload based on various statistical methodologies.
3. Long Term capacity planning for RCC queues/sites
4. Manage the delivery of key projects according to pre-defined and agreed project plans
5. Multi skilled & multi site workforce scheduling to ensure higher productivity with optimum utilization
6. Preparing weekly service performance for various programs using Power point with graphical representation.
7. Trend Analysis, Gap Analysis, What-if-Analysis & Management reports for keen study of trends to identify deviations of metrics.
8. Identify and promote opportunities to continuous improvement in operational and process performance
9. Proactively manage and drive forward the workforce management process, including monitoring the effectiveness and integrity of data and providing accurate statistics

Highlight opportunities to improve performance in all areas of the Operation – Reducing costs, improving service levels, optimizing customer satisfaction etc

1. Minimum 3 years of work experience in any contact center WFM tool preferably Aspect eWFM.
2. Bachelor’s degree in Engineering/Maths/Statistics/Computer Applications or Bachelor’s / Masters in any Science disciplines or any other relevant technical discipline.
3. Advanced level expertise in Microsoft Excel, MS Access, MS PowerPoint with good presentation skills
4. Experience in analysis using large databases and experience in SQL/PL SQL queries
5. Experience in managing the workflow of Aspect Empower/Aspect Analyze/Aspect RTA
6. Knowledge of contact center concepts like ACD, IVR, CCT, DNIS etc
7. Experience in multi skill/site capacity planning & scheduling
8. Good exposure and hands on with various statistical modelling techniques like time series analysis
9. Excellent verbal and written communication skills - fluency in English.