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Manager - WFM - Gurugram/ Jaipur

Keywords / Skills : WFM, WFM Analyst, Planning, Monitoring, Rostering, Scheduling and Monitoring, Scheduling MIS SLA Monitoring

4 - 10 years
Posted: 2019-05-31

Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
IT
Role
Team Leader
Operations Manager
Process/ Work Flow Analyst
Information Systems (MIS) - Manager
Education
Any graduate
Salary
4.50 - 10.50 lacs
Posted On
31st May 2019
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.


About Company

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