Manage operations from scheduling & real time perspective for Shrinkage & Schedule adherence,
Service Level management, AHT, Outage Management
Collaboratively work with client planning team to review & provide views on forecasting accuracy
Review weekly intraday & rosters
Review KPIs and Service Level projections for the coming week
Liaise with multiple stakeholders / departments within CC for effective delivery of all efficiency parameters
Working extensively on improving efficiencies for the CC
Manage ad-hoc requirements from Ops & any other functions
Discuss & review daily / weekly / monthly / quarterly performances with stakeholders
People engagement & performance enhancement Manage multiple teams & team performances Skillset and Experience Required:
Minimum 8 years of work experience in Contact Centre Industry
Minimum 6 years of experience in Workforce Management Financial & Healthcare domains for Voice, chat & email
Should have worked extensively with at least one of the WFM softwares, like eWFM, Blue Pumpkin, IWS, etc.
Should have worked extensively with voice process.