Lead Analyst, WFM at Ascensus

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

17 Apr, 26

Salary

0.0

Posted On

17 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce Management, Real-Time Monitoring, Data Analysis, Team Leadership, Communication Skills, Problem-Solving, Report Automation, Analytical Skills, Organizational Skills, Interpersonal Skills, Staffing Optimization, Performance Reviews, Coaching, Process Improvement, Collaboration, Strategic Planning

Industry

Financial Services

Description

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow. Key Responsibilities : Lead and manage a team of Real-Time Analysts (RTAs) to monitor and optimize workforce performance in real-time. Develop and implement real-time monitoring strategies to ensure service level objectives are met and maintained. Provide guidance and support to RTAs in making real-time adjustments to staffing levels, schedules, and resources to optimize operational efficiency and service excellence. Analyze real-time and historical data to identify trends, patterns, and opportunities for process improvement. Collaborate with other departments such as Operations, Forecasting, and Scheduling to align workforce management goals with overall business objectives. Conduct regular performance reviews, provide feedback, and coach RTAs to enhance their skills and knowledge. Develop and maintain standard operating procedures (SOPs) and best practices for real-time monitoring and workforce optimization. Generate reports and metrics to track key performance indicators (KPIs) and provide insights for decision-making. Participate in strategic planning and forecasting activities to support long-term workforce planning initiatives. Desired Skills/Requirement Graduate with overall 8 + years of Contact Center experience and good communication skills. Minimum 2-3 years of experience as a SLC / RTA Lead managing a team size of 8 to 10 Analysts. Understanding of associated tools and systems like CMS, EXCEL and preferably WFM Tools like IEX. Experience in report automation using Power BI, (VBA), SQL, MS Access. Strong analytical and problem-solving skills with the ability to interpret complex data and make strategic decisions. Excellent communication and interpersonal skills with the ability to effectively communicate with stakeholders at all levels. Proven leadership abilities with the ability to motivate and inspire team members to achieve goals. Strong organizational skills with the ability to prioritize tasks and manage multiple projects simultaneously. Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities. Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website. Ascensus helps millions of people save for a better future. What makes any career at Ascensus so rewarding? Collaborative, idea-sharing environment Professional Development with in-house training and tuition reimbursement Generous reward programs Paid time off Medical, dental & vision benefits Health Savings Account with employer contribution up to $1,100 401(k) & 529 college savings match programs Volunteer and charitable-giving programs Business casual dress

Responsibilities

Lead and manage a team of Real-Time Analysts to monitor and optimize workforce performance. Develop strategies for real-time monitoring to ensure service level objectives are met.