Analyst WFM Dialer - Bridgetowne Tera Tower

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.