Join our Customer Strategy & Design team as an Analyst specializing in Workforce Management (WFM) and Real-Time Monitoring (RTM) in Bengaluru. This role is crucial for supporting Contact Center operations through proactive floor monitoring, comprehensive reporting, and timely alerts.

You will ensure daily responsibilities are met, including monitoring queues, mapping skill sets, tracking attendance, and managing agent status across multiple channels. The position involves diligent work with workforce systems for accurate data entry related to scheduling, attendance, exceptions, and time-off requests. You'll be a key support for the Workforce Management Team, managing stakeholder requirements for performance optimization and insight generation.

Key responsibilities include conducting real-time monitoring of queues and skill sets to identify intra-day trends and potential downtime or telephony issues. You will monitor intra-day reporting, volume distribution, and communication channels like Email, social media, and Chat for the call center region. This role demands effective communication between the Command Center and call centers, managing real-time allocation adjustments, and mobilizing staff to meet service levels and utilization goals.

Additional duties involve generating and distributing service issue reports, coordinating with IT Support for incident management, and executing allocation changes during system maintenance or outages. You will be responsible for verifying, summarizing, and distributing service issues across various timeframes (intra-day, daily, weekly, monthly). Furthermore, you will create and maintain reporting tools, act as a liaison between the Command Center, Traffic Desks, and Operations, and manage Command Center involvement during IT maintenances. Communicating performance metrics to management and handling call routing during system issues are also core functions.

We are seeking candidates with demonstrated experience in WFM and Command Center/Real-Time Monitoring. Familiarity with call center voice and non-voice (Chats, social media) metrics is essential. The ideal candidate must thrive under pressure, excel at multitasking in dynamic environments, and possess a Bachelor's degree.

A minimum of 3 to 5 years of hands-on WFM experience in a product or operations setting is required. Strong proficiency in WFM tools such as Genesys or NICE, coupled with excellent analytical and MS Excel skills, is paramount. The ability to multitask, prioritize effectively, and meet deadlines, even under critical circumstances, is crucial. Exceptional communication and cross-team coordination abilities are also highly valued for this role.