Assistant Manager/Team Lead - Work Force Management

JOB DESCRIPTION

Roles & Responsibilities

Operations Management

1. Ensure the team is motivated and rightly equipped in terms of training and understanding of their roles.

2. Setup right mechanisms to monitor and enhance the productivity of the WFM team.

3. Build and maintain healthy working relationships with all frontline managers to collaborate.

4. Scheduling for the WFM team to ensure minimum resolution TATs and maximum team availability.

5. Groom and mentor, the team members for right behaviours and attitudes

6. Maintains an awareness of the call centre activities, processes, and procedures as well as call centre best practices.

7. May need to work on Weekends and Holidays

Stakeholder Management

1. Communicate with front line leadership via chat, email, and phone for prompt resolution of issues identified in duties above.

2. Communicate with senior leadership to update the performance and highlight any challenges along with the support required

Other requirements

1. Experience working with US teams and understanding of US work culture is desirable

Key Result Areas

- Ensure maximum availability and efficiency of the WFM team.

- Control Attrition in the team

- Ensure adherence to resolution TATs for the issues/queries received.

- Ensure maximum adherence of the monitored teams to the schedules.

- Timely and accurately provide operational reports to the leadership

EXPERTISE AND QUALIFICATIONS

Education

- Bachelors degree required

Relevant Experience

- Minimum 5 year of Call Centre Operations and minimum 2 years of Workforce Management experience

- Minimum 2 years of experience leading a team in a fast-paced customer facing environment

Technical Know-how/Tools used.

- MS Office

- Experience of working on call centre work force management tools like Harmony Contact Centre Management System etc is desirable.

- Experience of working on ticketing tools like Helpscout is desirable