Home UAE Analyst WFM Dialer - Bridgetowne Tera Tower

Home UAE Analyst WFM Dialer - Bridgetowne Tera Tower

Analyst WFM Dialer - Bridgetowne Tera Tower

Full time at concentrix in UAE
Posted on April 26, 2024

Job details

About the job

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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