Job Location: Panchkula

Roles and Responsibilities :

• Work with operational and support teams to effectively plan short term non-productive time
• Work closely with data associates and team leads to pro-actively identify issues and take appropriate actions to minimize impact
• Assist the development of Workforce Management & Scheduling system by partnering with in-house technology teams
• Running what-if” scenarios for associate staffing and make proper use of statistical tools.
• Manage and drive change through effective use of clearly defined delivery plan, ensuring stakeholders receive regular updates.

Desired Candidate Profile

• Bachelors degree or equivalent experience
• 3+ years of Call Centre or similar experience related to a solid understanding of production environment metrics (such as Forecasting, AHT, Shrinkage, and FTE’s).
• MS Excel and/or MS Access skills required

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