Capital on Tap
FinTech
WorkforceManagement(WFM)Analyst
“Workforce Management (WFM) Analyst at Capital on Tap. Skills: Workforce Management, Resource Planning, Performance Analysis. Monitor Live Queues. Track contact volumes”
Industry & Context.
Root cause analysis
5 days a week in office (first 6-12 weeks)
What They're Looking For.
Must Have
Resource Planning Team experience, Telephony Platforms experience, Workforce Management tools experience, Live performance support experience, Excel proficiency, Google Sheets proficiency, Analyze data, Produce MI reports, Produce Performance reports, Provide clear insights, Provide feedback, Improve operational efficiency, Communication skills, Share findings, Collaborate with teams
Nice to Have
Verint experience desirable
What You'll Do.
Track contact volumes
Track service level metrics
Execute Intraday Adjustments
Move staff dynamically
Manage Ad-Hoc Sickness
Log unplanned absences
Re-forecast staff requirements
Balance 1-to-1 sessions
Process offline activities
Approve offline activities
Ensure employee mapping
Ensure working hours accuracy
Ensure skills accuracy
Ensure proficiencies accuracy
Deliver Performance Reviews
Deliver daily reports
Deliver weekly reports
Deliver monthly reports
Compare scheduled plans
Compare actual delivery
Call out non-adherence
Call out behavior issues
Explain missed SLA targets
Explain volume spikes
Explain high offline time
How You'll Work.
Team & Collaboration
Collaborate with teams
Communication Scope
Share findings
Applying for this Workforce Management (WFM) Analyst role?
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