Posted by Tata Consultancy Services TCS is an Indian multinational technology company that specializes in information technology services and consulting, headquartered in Mumbai, Maharashtra, India.and has its largest workforce based in Chennai, Tamil Nadu, India.
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