Position: Senior Analyst-WFM
Designation : Senior Analyst-WFM
Location: Mangalore, India
No. of Positions: 01
About Company:
Diya Systems, is a fully owned subsidiary of GlowTouch Technologies, an award-winning technology services firm delivering custom technology services to business of all sizes around the globe. Headquartered in Mangalore, India, Diya Systems, provide custom application development services, customer and technical support, website development, and more. We started our operations in 2001 and today we are with 1700+ professionals. We are the largest IT/ITeS Company based out of Mangalore. We have been certified in 9001:2015 (QMS), 14001:2015 (EMS) and 27001:2015 (ISMS). You may visit our website (glowtouch.comor diya.net) to know more about us.
Eligibility: Minimum 3+ years of experience in WFM and 1.5+ years of experience in Scheduling
Tools: Any eWFM tool experience is must (Genesys, IEX Total View, Aspect, and Blue Pumpkin etc.)
Job description:
  • Best fit schedules
  • Staffing techniques for various channels
  • Assigning schedules based on various scenarios striking a balance between business needs
  • Scheduling accuracy and gaps to improve the same
  • Understanding the base-line forecast
  • Identifying the changes in business which will have direct impact on forecast and scheduling
  • Recommendation to the operations (OT’s, schedule change with respect to sudden change in trend etc.)
  • Scheduling in excel without the help of any eWFM tool is an added advantage
Qualifications: Graduates & Above
Experience: 3+years