Nezda is hiring for Senior Workforce Management-Real Time Analyst.
✅ Graduate of any courses.
✅ With at least 2 years experience in workforce management, scheduling, and real-time analyst in BPO setup.
👉🏻 Regular monitoring agent performance across multiple queues and ensure accurate performance analysis and communicate recommendations and plans.
👉🏻 Responsible in arranging staff changes to match the call demand & co-ordinate with the WFM Scheduling resource to ensure adequate staffing is maintained.
👉🏻 Support the management in ensuring that defined criteria and thresholds align with the operations team’s expectations and make sure to assist the management that all necessary reports and planning models in facilitating process decision-making.
👉🏻 Act as the first point of contact for any escalations, outages, system issues, or any other production-impacting situations.