- Leads a team of assistant managers for global command center

- Responsible for intraday performance for set of assigned accounts

- Provide timely escalations to the leadership whenever there is a deviation from planned performance

- Leads AMs and analysts who manager Real time queues for multi sitemultiskilled environment to ensure unified approach over all sites

- Guide and review weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks

- Responsible for selecting, training and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations

- Co-ordinate with Operations and Management for preparation of best hiring plans and highlight gaps and revenue leakages if any

- Monitor/dispatch real-time ACD agent work state reports

- Approve discretionary activities to increase occupancy

- Increase staffing levels or modify call routing to increase service levels

- Perform other responsibilities as required and assigned-

- 1-3 years of WFM experience in Real Time Management

- 2-5 years of team handling experience

- Minimum Higher Secondary Education

- Problem Solving Skills

- Good Communications Skills

- Basic Computer knowledge and Ms Office

- Knowledge of ACD like Avaya, Nortel and CC Pulse

- Working knowledge of Blue Pumpkin, IEX, eWFM etc.

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