BCD Travel Real Time Analyst--WFM in India

Are you ready for a challenging and exciting endeavor that will require the investment of a lot of hard work, dedication and all your experience? Are you ready to bring your skills, competencies/experience to become responsible for the real-time and/ or intraday management of resources and technology across multichannel environments to achieve desired performance and budgetary objectives?

Real Time Analyst, WFM

Bangalore, India

Your responsibilities


  • Analyzes and fully documents requirements
  • Works with internal Workforce Management team as well as field operations to identify alternative solutions and associated pro's and con's and explains the requirements, deliverables, costs, and criticalities of the situation as appropriate
  • Prepares proposals, presentations and cost benefit analysis for recommendations
  • Monitors results versus expectations--manages expectations
  • Takes initiative to identify opportunities to provide consultation to the customer
  • Shares knowledge, explains options, brings experts to provide guidance
  • Discovers opportunities to provide value add through consultation

Contact Center Management Expertise

  • Work with strategic partners within the organization to enhance service delivery, drive efficiency, and leverage investments in technology and resources
  • Understand and support disaster recovery documentation and processes
  • Coordination of the appropriate staffing allocations and availability to achieve service delivery
  • Contingency planning and recommendations to ensure optimal staffing targets throughout the day for consistency in agent workload and customer service delivery
  • Monitoring of real-time agent/queue statistics

Contact Center Technology

  • Provide business requirements and support initiatives to deploy technology and/or processes in support of effective contact center management

Contact Center Data and Analysis

  • Contribute to account assessments and account strategy
  • Partner with appropriate resources to provide requirements, definitions, calculations and design recommendations for real time and historical reporting
  • Identify efficiency opportunities, implement solutions, and measure success, with objective of consistently achieving service level goals, improving agent adherence and occupancy, and minimizing cost per call in managed operational units
  • Act in consultative and advisory capacity to management to provide strategic and tactical recommendations for design and implementation to achieve t service delivery.
  • Works with Long-Term Forecasters, Short-Term Forecasters and Workforce Managers to validate effectiveness and efficiency of plans, strategies and decision
  • Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness
  • Provides "what-if" analysis and recommendations to improve staffing levels and efficiency, working with Contact Center Consulting to determine best skilling mix and allocations

Financial Responsibility

  • Measure, and report on results to support ROI where required
  • Provide input for budget planning as it relates to staffing requirements for operations

Documentation and Administration

  • Manage processing of SDP tickets within timelines required and with quality
  • Maintain time tracking and other administrative requirements
  • Maintain documents posted on internal public sites for highest level of accuracy and relevance
  • Maintain internal product documents for highest level of accuracy and relevance

We are looking for you if your profile matches the following --

  • 1+ years forecasting and trend analysis for multichannel environment experience
  • Demonstrated competency in Workforce Management, ACD and other Contact Center Technologies
  • 2+ years of Workforce Management experience
  • Demonstrated competency in MS Excel and Access
  • Ability to communicate contact center data/forecasts to all levels of employees in an understandable fashion

*LI-LOCS Bangalore IN


Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled