Manager - WFM - Gurugram/ Jaipur job in Jaipur, Gurgaon by Aarika Hr Professionals Private Limited for 4 - 10 Years Experience

Manager - WFM - Gurugram/ Jaipur

Aarika Hr Professionals Private Limited

4 Years - 10 Years
4.50 - 10.50 Lacs p.a.
Jaipur, Gurgaon

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Posted: 20/05/2022

Job Description

Roles and Responsibilities:

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.

Job Information

Job Type: Full Time
Industry: CRM/CallCentres/BPO/ITES/Med.Trans
Function : BPO/ITES/Tele caller/Customer Care
Specilizations: Customer Care Executive
Key Skills: Wfm WFM Analyst Planning Monitoring Rostering Scheduling And Monitoring Scheduling MIS SLA Monitoring

About Company

Aarika Hr Professionals Private Limited
AARIKA HR Professionals, part of AARIKA GLOBAL is a Specialist Technical and Engineering recruitment outsourcing firm based in Canada, UAE, India and Nepal.