CTK WFM Real Time Analyst, CTK – Job ID: 2071483 | ADCI HYD 16 SEZ – IN, TS, Hyderabad

Amazon

  • Full Time

DESCRIPTION

Job summary
At CTK, we’re looking to hire a WFM – Real Time Analyst(WFM RTA) to be part of the CTK Business Analytics and Workforce management team. WFM – RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming volume. The position will have high visibility to all CTK operations across India, Manila and Prague regions where CTK operations are established.

Key job responsibilities
Position Responsibilities:
· Review service levels for all CTK skills at all sites and publish capacity utilization reports.
· Communicate and callout changes to incoming volumes against daily forecast
· Have a real time communication with the WFM team and operations when callouts or changes need to be done.
· Support changes within routing of the skills or profiles on case management tool.
· Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and NPT usage
· Build and maintain strong relationships with key stakeholders from all countries supporting CTK to ensure shared objectives are met
· Review and process VTO/NPT/OT requests in real-time
· Provide assistance to the WFM team as needed.
· Monitor associate schedule adherence, break time and report to WFM team and Manager on a daily basis.

A day in the life
Associate is responsible to share NPT, Capacity Utilisation, Associate performance reports, highlight if variances are observed against agreed Shrinkage targets. Monitor optional and mandate holiday surveys and suggest idle shrinkage.

BASIC QUALIFICATIONS

• Flexible with schedule & willing to work in 24 x 7 environment;
• 1 to 2 years’ experience in workforce management, supporting staffing, CU and NPT reports
• Be proficient in Excel and Word
• Must be a team player with strong attention to detail and able to work independently
• Ability to multi-task and effectively manage competing priorities
• Must possess superior analytical skills
• Excellent critical thinking, problem solving, mathematical skills and sound judgment

PREFERRED QUALIFICATIONS

• Workforce management experience
• Bachelor’s degree or equivalent
• Knowledge of Six Sigma/Lean Processes
• High proficiency in VBA, Red Shift, SQL & Python

Job Overview