Job Description :-
CANDIDATE PROFILE & CRITICAL EXPOSURE / EXPERIENCE DEEMED ESSENTIAL
Candidates with at least 2-3 years of WFM experience, knowledge short term Capacity Planning and Scheduling along with any WFM tools (Aspect/IEX Etc.) hands on experience of Aspect eWFM will be an added advantage. Basic excel knowledge with analytical skills.
JOB - ROLE & RESPONSIBILITIES
Has Knowledge in IEX, Verint, Blue Pumpkin, NIce.
Knowledge in Shrinkage
Know how to calculate - AHT (Average Handle Time)
Experience in Creating Schedule Like, Hours of Operations, Forecast volume and AHT, Shrinkage and Occupancy targets Interval patterns / Requirements
Short term Capacity Planning and Scheduling for US based contact centers, creating and maintain weekly schedules in Aspect eWFM, creating and publishing analytical reports of actual data to operations in Microsoft Excel, internal stakeholder management for day to day operations.
Skills - Shrinkage, Attrition, Scheduling, staff scheduling, capacity planning, Aspect, IEX, Aspect eWFM, AHT, Verint, NICE, Blue Pumpkin
BEHAVIORAL COMPETENCIES - Essential
Good communication skills | Flexibility for Night Shifts| Team Player
Proactive Thinking | Moderate MS Knowledge
Target Companies / Industry Sectors
Need candidates with experience in international BPM organizations, experience in US based WFM organisation is preferred.
Education & Experience
At least 1-6 years(s) of working experience in Call Centre or related field
Good Command of English both written and spoken
Experience in planning for Calls/e-mails/social media etc...
Interested candidate please share your resume on [HIDDEN TEXT]