TCS Mega Recruiting for Fresher || Any Graduate || Mumbai
Analyst – WFM
Job Description
➢ Scheduling to business specific rules, preference based, multi week performance / rule based schedule bidding
➢ Workflow & Workload Optimization (Front Office Voice ACDs / Dialer Management & Back Office email / fax / chat / website ++)
o Monthly / Fortnightly / Weekly optimized every week for next week.
➢ Schedule management of Future Schedule Change & Historical Adherence Exception Management for accurate Analysis
➢ Monitoring shrinkage, schedule adherence, variance reports of daily traffic volumes, headcount analysis, real time performance
➢ Monitors call routing; reviews and provides recommendations for optimal intervals on all real-time non-phone activities (training, meetings, coaching, etc.)
➢ Data Extraction and update the daily RAP (Review Action Plan – governance and engagement tool with Operations) Pack (including commentary and recommendations)
➢ Service Delivery by Real time Adherence & Intervention / escalation
➢ Start with daily Review Action Plan (RAP) & Monitoring through day
➢ Prepare root cause analysis of SL performance, staffing and update reasons for aberrations for previous day
➢ Identifies course of action or makes recommendations relating to staffing deviations based on observations (Shift Extensions and Overtime offers, Schedule Adjustments, Skill changes).
➢ Chairing the daily RAP (Review Action Plan) calls with Operations and completing action items from the call
➢ Reviewing and Optimizing current day Schedules
➢ Analyzing forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels
➢ Identifies course of action and makes recommendations relating to staffing deviations
➢ Share trends & observations of issues impacting performance of the business
➢ Ensuring that optimum service levels / Abandon % target are achieved on a monthly, daily and intra-day basis in order to drive up service level consistency performance
➢ Sharing hourly, daily, weekly and monthly updates to stakeholders
➢ Variance reporting to enable management to make timely decisions about planned off line activities and outages
➢ Executes established Business Continuity procedures in times of unexpected outages and incident management events. (i.e. Unplanned System Outages, Fire, Power failures, etc.)
➢ Ad hoc tasks to support the business
