IBM Workforce Management Analyst in GURGAON, India

About IBM IBM has been present in India since 1992. IBM India's solutions and services span all major industries including financial services, healthcare, government, automotive, telecommunications and education, among others. As a trusted partner with wide-ranging service capabilities, IBM helps clients transform and succeed in challenging circumstances. The diversity and breadth of the entire IBM portfolio of research, consulting, solutions, services, systems and software, uniquely distinguishes IBM India from other companies in the industry.Business Unit Introduction IBM Global Technology Services (GTS) helps clients plan, implement and manage an efficient, resilient, flexible IT infrastructure. IBM GTS is the partner of choice for infrastructure services – be it transformational outsourcing tied to business outcomes or integrated managed services or discrete servicesWho you are: As a WFM analyst you will be responsible for FTE Right Sizing, Forecasting, Scheduling, Capacity Planning and Reporting/ MISWhat you’ll do :

  • Monitor and support SLAs

  • Escalate issues and requests from floor.

  • Root cause analysis of SLA deviations, action plan development and resolution

  • Monitor real-time agent symposium schedule adherence

  • Monitor schedule adherence

  • Monitor attendance

  • Produce and analyze daily efficiency reports

  • Mange real time reports

  • Reporting

How we’ll help you grow:

  • You’ll have access to all the technical and management training courses you need to become the expert you want to be

  • You’ll learn directly from expert developers in the field; our team leads love to mentor

  • You have the opportunity to work in many different areas to figure out what really excites you

  • Proven communication skills.

  • Should be open to work in shifts along with the team in customer business time

  • Must have ability to work with a team with willingness to learn and drive to achieve.

  • Practice and focused on Metrics.

Client Innovation Center (CIC)