10+ Wfm Rta Analyst Interview Questions and Answers

Workload is calculated on Interval basis by dividing the total workload by the number of intervals in a given time period.

• Total workload is divided by the number of intervals to get workload per interval

• For example, if total workload for a day is 480 minutes and there are 96 intervals (15-minute intervals), workload per interval would be 5 minutes

• This calculation helps in understanding the distribution of workload throughout the day

Addressing high shrinkage involves strategic planning, workforce management, and proactive measures to maintain service levels.

• Analyze shrinkage patterns: Identify peak times and reasons for absenteeism to better manage staffing.

• Implement flexible scheduling: Use part-time or on-call staff to cover high-demand periods.

• Enhance employee engagement: Foster a positive work environment to reduce turnover and absenteeism.

• Utilize technology: Implement workforce management tools to f...read more

I analyze AHT trends, provide targeted coaching, and implement strategies to improve agent performance and efficiency.

• Conduct a one-on-one meeting to discuss AHT metrics and understand the agent's perspective.

• Review call recordings to identify specific areas where the agent may be spending excessive time.

• Provide targeted coaching sessions focusing on effective call handling techniques, such as using scripts or FAQs.

• Set achievable AHT goals and monitor progress regularly, offe...read more

To address idle agents while service levels drop, I would analyze data, reallocate resources, and implement immediate engagement strategies.

• Analyze call volume trends to identify peak times and adjust staffing accordingly.

• Implement a proactive engagement strategy, such as assigning agents to assist with back-office tasks or training.

• Communicate with agents to understand any barriers to taking calls and address them promptly.

• Utilize real-time monitoring tools to identify idle ...read more

Managing service levels during high volume forecasts requires strategic planning and resource allocation.

• Analyze historical data to identify peak times and adjust staffing accordingly.

• Implement flexible scheduling to accommodate increased volume, such as part-time staff or overtime.

• Utilize real-time monitoring tools to track service levels and make adjustments on the fly.

• Prioritize critical tasks and streamline processes to maintain efficiency under pressure.

• Communicate with ...read more

Re-forecasting is the process of updating a forecast based on new information or changes in circumstances.

• Re-forecasting involves adjusting a forecast based on updated data or changes in assumptions.

• It helps in making more accurate predictions and decisions.

• For example, in workforce management, re-forecasting may be done to account for unexpected absences or changes in call volume.

Workload is calculated by analyzing historical data on call volumes, average handle times, and other factors to determine staffing needs.

• Workload is calculated by analyzing historical data on call volumes

• Average handle times are also taken into account

• Other factors such as service level agreements and forecasted call volumes may be considered

• Staffing needs are determined based on the calculated workload

Roster demand can be created using various forecasting methods to predict staffing needs based on historical data and trends.

• Time Series Analysis: This method uses historical data to identify patterns and trends over time. For example, analyzing call volume data from the past year to predict future demand.

• Moving Averages: By calculating the average demand over a specific period, such as the last 4 weeks, you can smooth out fluctuations and identify a clearer trend.

• Regression ...read more

Re-forecasting involves updating forecasts based on new information or changes in circumstances.

• Review current data and assumptions

• Identify any changes or trends that may impact the forecast

• Adjust forecast models or algorithms as needed

• Communicate updated forecasts to relevant stakeholders

• Monitor actual performance against re-forecasted numbers

VLOOKUP, XLOOKUP, and HLOOKUP are Excel functions for searching and retrieving data from tables.

• VLOOKUP: Searches for a value vertically in the first column of a table and returns a value in the same row from a specified column.

• Example: =VLOOKUP(A2, B2:D10, 3, FALSE) looks for the value in A2 within the range B2:D10 and returns the corresponding value from the 3rd column.

• XLOOKUP: A more flexible function that replaces VLOOKUP and HLOOKUP, allowing searches in both directions ...read more

Workforce Management (WFM) formulas help optimize staffing and scheduling in call centers.

• Forecasting: Predicts call volume using historical data. Example: If last year had 1000 calls in October, forecast similar for this year.

• Staffing: Determines the number of agents needed. Example: If average handle time is 5 minutes and expected calls are 200, need 10 agents.

• Service Level: Measures the percentage of calls answered within a specific time. Example: 80% of calls answered in ...read more

Shrinkage formula calculates the difference between scheduled and actual work hours.

• Shrinkage = (Scheduled hours - Actual hours) / Scheduled hours

• Scheduled hours are the total hours an employee is supposed to work

• Actual hours are the hours an employee actually worked

• Shrinkage is often expressed as a percentage