Job Location: New Delhi
Roles and Responsibilities
- Coordinates appropriate staffing allocation and availability of call center staff in order to achieve
operational objectives
- Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day
trends. Maintain a special emphasis on looking for possible downtime and telephony issues
- Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to
meet departmental productivity and profitability goals
- Completes root-cause analysis to determine and quantify reasons for planned variance and recommends
changes to enhance accuracy and effectiveness
- Responds to escalated issues and ad-hoc requests
- Exception management on WFM tool along with real time management of all queues.
- Assumes and performs other duties and responsibilities not specifically outlined herein, but which are
logically and properly inherent to the position
Desired Candidate Profile
- Graduate
- Minimum 2 -3 years of call center experience ,1 year in real time management role
- Basic understanding of workforce management/Shrinkage/Avaya/WFM tool concepts.
- Workforce Tool knowledge of Teleopti, IEX, Aspect, Blue Pumpkin is preferred
- Ability to prioritize workload, meet deadlines and perform multiple tasks
- Excellent communication skills
- Good mathematical, Logical and analytical skills
- Problem solving attitude and attention to detail.
- Quick learner, positive attitude
- Good excel skills
Desired Skills
- Good CMS knowledge
- Excellent/advanced excel skills
- Exposure to WFM Tools
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