Workforce Management Analyst II

Workforce Management Analyst II

3-4 years
Not Specified

Job Description

Job Description :
  1. 3-4 years of experience as a WFM Analyst / Data Analyst in Call Center
  2. Good exposure in Call Center
  3. Provide end to end analysis for various clients on their SL/ Productivity/ Adherence
  4. Provide Root Cause analysis for accounts missing SLA
  5. Analyze and provide recommendations to arrive at optimum utilization of resources
  6. Analyze detailed call arrival patterns, intraday volumes, seasonal factors on the Business Impact
  7. The candidate should be good in WFM tools preferably CMS & IEX
  8. Knowledge of MS Access & SQL will be an added advantage along with WFM knowledge
  9. Proficient in Excel
  10. Willing to work in night shift
  11. Qualification: Must be a Graduate

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

Job Details

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About Conduent

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

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