Swiggy Job Recruitment 2023 – WFM – Analyst Posts – Best Job In Bangalore For Graduates

Schedule creation for customer experience staff including internal and outsourced

Ensure schedules are generated on a regular basis to maximize efficiency of resources

Partner with our call center outsourcers to review their staffing, make change requests, and ensure optimal staffing across internal and external teams

Communicate clearly and empathetically around schedules and business needs

Analyze the data and metrics to identify the customer service level. Proactively identify opportunities for operational improvement

Collaborate in establishing policies, processes, and standards that support a world-class customer service operation

Oversee the work of the Real Time Analysts to ensure that goals are met or exceeded.

Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies.

Ability to build and run scheduling scenarios and provide analysis of potential impacts

Analyze performance data to identify opportunities to operate more effectively and efficiently

Support site-level resources with real-time management of schedule adherence and productivity

Facilitate any non-productive time (e.g. training) based on analysis to possible impacts to service delivery.

Fore caste the volume and required head count for 4 to 8 weeks in advance.

Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations

Maintain all kinds of Contact Centre cost related information

Review weekly approved/vs actual CC Cost

Maintain outsource partner wise monthly payout