Job Location: Bangalore/Bengaluru
Roles and Responsibilities
• Monitors Client Queue Realtime activities
• Conducts real-time analysis of all metrics for multiple Lines of Business – Forecast Variances, Service level targets, AHT target variances, Occupancy targets, etc.
• Identifies course of action or makes recommendations relating to deviations (Schedule Adjustments, Skill Switches/Leveraging)
• Trouble-shoots real-time technology issues
• Reporting (Scorecard Stats, Daily UABS/Shrinkage numbers, Over/under updates, etc)
• Monitors adherence/compliance to schedule and escalates for investigation.
• Ensure all required data is tracked and trended on a continuous basis
• Makes recommendations and routing changes based on observations
• Interface with business unit management as needed for escalation of service-impacting issues
• Analyses schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
• Participate on scheduled and adhoc client calls
. Monitors call routing and flow real time
Desired Candidate Profile
•Should have relevant experience of 2+ years
•Hands on experience working in a Real Time Adherence Team or a work force management team
•Clear understanding of basic workforce management principles
•Knowledge of MS Office and Excel – Intermediate is fine
•Excellent communication skills in English – Written & Verbal
•Strong knowledge and exposure to Quality and Process Improvement techniques
•Good analytical and listening skills
•Should be a good team player
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