Job Location: Chennai
Responsibilities:
- Daily real-time monitoring of service levels for all queues at all sites.
- Oversee agent performance from all teams at all sites.
- Drive real-time adherence to expected capacity against actual performance to achieve
service levels and efficiency metric goals.
- Communicate changes to incoming contact patterns to operations and the broader WFM
team/stakeholders.
- Real-time communication with the WFM team and operations when changes need to be
made.
- Support changes by working with Reports team to create accurate dashboards
- Update and send reports related to the performance of each team, including but not limited
to shrinkage, occupancy, Operational Performance and Funnel/Growth.
- Build and maintain strong relationships with key stakeholders from all sites to ensure
objectives are met.
- Review Tickets and tasks assigned to the Reporting/Ops related team that require real-time
assistance to different stakeholders.
- Review and process Admin requests in real-time.
- Provide assistance to the WFM team as needed.(for Capacity planning)
BASIC QUALIFICATIONS
- 1+ years of experience in a contact center environment.
- 1+ years previous experience in a Workforce Management role as a RTA or Analyst.
- Proven experience with creating and maintaining Business /Operations daily performance
reports and Insight Analysis
- Proven strong interpersonal and communication skills with the ability to communicate
effectively to a wide range of constituencies in a diverse environment.
- Decision making and complex problem-solving skills.
- Proactively gather the right data from appropriate sources, conduct root cause analysis,
refer to long term plans and goals, prioritize key factors, and act decisively, promptly, and
confidently.
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