Job Description
• The Ideal candidate should have Workforce Management experience from BPO industry.
• Should be working either as Team Lead or Assistant Manager in BPO WFM department for a minimum of 2 years.
• Should have managed a team
• Should have knowledge/hands on experience in generating – Long Range Forecasting and Capacity Planning
• Excellent communication skill in oral and written
• Should have experience in Client and Stakeholder management
• Should have good Knowledge of MS-Office and Power BI
• Should have good Knowledge of Budgeting and other metrics• Should have In-depth understanding of the various call center metrics and their impact on each other.
• Should be able to understand, manage and report metrics like Service Level, Occupancy, Attrition, Shrinkage, Staffing etc.
• Manage Service Level & Abandon
• Managing Shrinkages, Schedule & Break adherence
• Escalating deviation to the planned schedules
• Initiating proactive alerts related to performance.
• Publishing intraday snapshots / reports
• Informing Operations of mitigation plans
• Managing exceptions
• Stakeholder Management
• Ensuring that Compliance standards are met, regarding Data, reports accuracy.
• Ability to interpret correspondence and intended outcome accurately.
• Demonstrate high standards of personal performance.
• Proven track record of delivering results and leading teams in a dynamic business environment.
Qualifications
Grade 12
Preferred post matric qualification in similar field
Additional Information
