Analyst WFM Dialer - Dubai, United Arab Emirates - Concentrix

Description

About thejob

Location:

• PHLBridgetowne, TeraTower

SkillsRequired:

• DialerAnalyst for Collection programs
• Must have atleast 3-5 experience in collectionaccount

KeyResponsibilities:

• Responsiblefor scheduling and planning across multiplelocations.
• Responsible for team projectorganization, centralized and site interaction, planning andexpediting/verifying the overall success of WFM managementfunctionalities. Initiates and manages all WFM communication amongcentralized and site teams andleadership.
• Preparing of schedules using Erlangfor different queues across multiplelocations
• Resolve escalated issues and requestsreceived from the site management.
• Root causeanalysis of SLA deviation, action plan development andresolution.
• Schedule ADHOC intra-daytraining/agent movement basis occupancy rates acrossvendors.
• Produce and analyze daily efficiencyreports (representative availability, access leveletc.)
• Attend the centralized and/or sitemanagement meetings, as per requirement.
• Caterto real time ADHOC requests as perrequirement

DesiredSkills:

• Knowledge ofWFM tools
• Excellent analyticalskills
• Capacityplanning
• Good communicationskills.
• Good knowledge of MSExcel.