Analyst - WFM (Real Time Analyst)

About the role

We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork. Every day we strive to make the world smaller for our customers and bigger for our people.

What you'll do

• Monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership
• Drive real time management performance for In-house contact centers and Vendors
• Drive skilling and priority changes for In-house contact centers and Vendors
• Would constantly monitor, track, communicate and document real time floor activities in terms of adherence to defined processes
• Responsible for approving and plotting real- time schedule exceptions, and in creating accurate, timely, and relevant intraday reports

What you need

• 1.5–5 yrs of experience
• Reporting
• Excel
• MS Office
• Root cause analysis
• Any graduate