Posted by Tata Consultancy Services TCS is an Indian multinational information technology services and consulting company headquartered in Mumbai, Maharashtra, India with its largest campus located in Chennai, Tamil Nadu, India. As of February 2021, TCS is the largest IT services company in the world by market capitalisation.
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