Responsibilities:
- Support operations from scheduling & real time perspective
- Support operations with daily/Weekly/Monthly reports and other dashboards
- Manage Shrinkage, Schedule Adherence, Delivery, resource planning etc
- Track outages and impact of such events
- Review KPIs and Service Level projections for the coming week
- Ensuring all necessary & relevant efficiency parameters are within target
- Manage ad-hoc requirements from Ops & any other functions
- Discuss daily / weekly performance with stakeholders
- Interact with clients for FTE/Delivery Targets and other planning assumptions
- Contribute in annual planning on HC , Budget, Span Ratio, Seat Utilisation etc.
Functional Skills and Competencies
- To be able to communicate effectively, both verbally and in writing with India & UK stakeholders and across levels
- Minimum 5 years of work experience in Contact Centre, minimum 2 years in Supervisory role in WFM
- Functional knowledge of various workforce management tools (IEX, Genesys, Liveperson etc)
- Overall Understanding of the Workforce Management, along with operational management
- Sound knowledge of Capacity Planning and Real time Management
- Understands and know the purpose of the role and how it links to the other roles
- Sound knowledge of MS Suit
- Understands and has knowledge of key Contact Centre metrics such as FTE, shrinkage, AHT, Occupancy, schedule adherence, CPH, ACL, Concurrnecy etc.
- Analyse situations, identifies the gaps quickly and take necessary steps to avoid impact on Delivery / Service Levels
- Consistently demonstrates organization Values and detail orientation - Plans and organizes large-scale and long-term projects and strategies that lead to desired outcomes
- Consistently places a high value on customers (internal and external) and all issues / factors that relate to customer experience/ stakeholder expectations
- Develop excellent working relationships with Stakeholders and team
Skills :
- Must have excellent analytical, presentation & communication skills
- Sound knowledge of MS Suit
- Should be well versed with WFM tools like IEX, Genesys, Liveperson etc
- Experience on WFM tools and in-depth knowledge on their features
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