Analyst Infrastructure Services

Attendance Management Specialist

Attendance Management. Ensure absences are captured and updated in the WFM tool.

Schedule and break optimization. Revision due to absenteeism, unplanned activities, etc. Agents' huddles/coaching and other pull-outs needed should be scheduled and planned.

Updates schedules and segment codes into the WFM tool to capture Ops leaders' valid and justified schedule exceptions. This involves sharing of analysis of the impact of the requested changes.

Creation of daily/monthly standard WFM reports. This involves analytics of the KPI being reported.

Once a week meeting with Operations leaders to 1) review and discuss the account's performance on WFM-driven KPIs such as Attendance, Shrinkage, Adherence, Productivity, Occupancy, and Utilization, etc. 2) discuss strategies and action plans to comfortably meet telephony SLAs daily.

Ensures alerts/red flags are being raised to Operations leaders for possible failure of end-of-day and/or end-of-month SLA based on the projected SLA targets. Adherence to schedule and other suspicious activities should be proactively shared as well.

Monthly review of skills mapping to check the alignment between the telephony and WFM tools. Assisting in user profile creation in the WFM tool, if needed.

Conduct AHT analysis to assess operational efficiency and inform staffing optimization when the desk exceeds AHT targets for at least one month, excluding increases due to new hires. Present findings and recommendations to account leadership and oversee the implementation of the action plan. If AHT exceeds the threshold by 2 minutes for three consecutive months, proactively enroll the account in the AHT improvement program.

Conduct AHT Analysis to Premium and Standard accounts as defined in the WFM Gold Standards document.

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