RTM - Workforce Analyst

Job Purpose:

• Responsible for ensuring that operations are performing according to key call center performance metrics such as service level, adherence, absenteeism, utilization, AHT, FTE, occupancy, Tardiness & conformance. Handling real time and historical data.

Key Responsibilities:

• Executes plans and ensures effective implementation of schedules.
• Administers Call Center Agents’ scheduling.
• Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns.
• Reconciles daily attendance with agents schedule and time in/time out reporting in coordination with the Team leader.
• Create and deliver daily, weekly and monthly WFM reports.
• Communicate changes to scheduling to ensure suitable daily resource coverage.
• Maintain running report of attendance incidents.
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
• Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.
• Ability to facilitate Daily Operations updates.

• Manage non-productive time request process , ensuring activities are planned without impacting SLAs
• Reports the operational violations to HR to implement CC Code of Conduct.
• Perform any additional related tasks.

Areas Job Impacts:

• Project KPIs (Performance Metrics) – Employee Satisfaction
• Contacts within Raya but outside own area of work:
• Operational TLs/ AMs – Information Technology – Human Resources – Quality Assurance – Operational Training – Program Management.
• Contacts outside Raya:
• Clients (Sharing Reports)