Analyst - WFM (Real Time Analyst)

Analyst - WFM (Real Time Analyst) - Etraveli Group Skip to main content This website uses cookies to ensure you get the best experience. Etraveli Group and our selected partners use cookies and similar technologies (together “cookies”) that are necessary to present this website, and to ensure you get the best experience of it. If you consent to it, we will also use cookies for analytics and marketing purposes. See our Cookie Policy to read more about the cookies we set. You can withdraw and manage your consent at any time, by clicking “Manage cookies” at the bottom of each website page. Accept all cookies Decline all non-necessary cookies Cookie preferences Select which cookies you accept On this site, we always set cookies that are strictly necessary, meaning they are necessary for the site to function properly. If you consent to it, we will also set other types of cookies. You can provide or withdraw your consent to the different types of cookies using the toggles below. You can change or withdraw your consent at any time, by clicking the link “Manage Cookies”, that is always available at the bottom of the site. To learn more about what the different types of cookies do, how your data is used when they are set etc, see our Cookie Policy. Strictly necessary These cookies are necessary to make the site work properly, and are always set when you visit the site. Vendors Teamtailor Analytics These cookies collect information to help us understand how the site is being used. Vendors Teamtailor Marketing These cookies are used to make advertising messages more relevant to you. In some cases, they also deliver additional functions on the site. Vendors Youtube Accept these cookies Decline all non-necessary cookies Customer Service · Mumbai Analyst - WFM (Real Time Analyst) Apply for this job Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.We partner with major global platforms such as Booking.com, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes Precision, our specialist in travel fintech; Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, serving as the gateway to Etraveli Group’s flight content and fulfillment services; Wenrix, the AI Infrastructure for profitable growth in air; and Flygresor.se, Sweden’s leading flight comparison site. 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. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.Location: Mumbai Duties & Responsibilities:● 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.● Simulating different scenarios, developing contingency plans for unexpected events and invoking those plans when required.● Ability to conduct root cause analysis and provide operational actions. ● Publish intraday reports and attendance at regular intervals.● Recommend overtime requirements.● Provide ad-hoc data and analysis requests and regular reporting.● Work extensively on worksheets.Requirements● Minimum 4+ plus years of experience as a Workforce Management (WFM) Analyst● Excellent written and verbal communication.● Strong interpersonal skills to facilitate cross geographic interaction.● Proficient in using MS Office applications (MS-word, Excel) & Google Sheets. ● Good analytical skills.● Knowledge of WFM tools required. Experience of working on Genesys Purecloud will be an added benefit.● Possesses good business acumen● Education Qualification: Graduate in any stream#LI-Onsite #LI-SR1Diversity disclaimerAt Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation. Department Customer Service Locations Mumbai Apply for this job Customer Service · Mumbai Analyst - WFM (Real Time Analyst) Loading application form Close modal Already working at Etraveli Group? Let’s recruit together and find your next colleague.