Job Details
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Job Description
Role and Responsibilities:
- Plan, develop and implement strategy for Work Force management to meet and exceed client and internal SLAs
- Ensure smooth transition and ramp-up of the team
- Maintain service levels
- Planning and Scheduling - Ensure planning and scheduling is done in a manner that enables client and internal SLAs achievement
- Continuous improvement in service
- Ensure timeliness and accuracy of MIS/Reviews/Incentive/Payroll Process etc.
- Develop and sustain relationship with the client
- Organize regular conference calls and interaction over emails with the clients to understand their requirements, expectations and center's deliverables
- Facilitate feedback from floor and track closure of issues raised on the production floor
- Ensure integrity of data and reports and satisfactory internal/ external audit rating
- Continuously interact with other business units to pick up "best practices" and make improvements in the existing processes
- Conduct regular reviews and revisions of practices in process and benchmark them with other projects
- Ensure attendance and efficiency targets are adhered to and seat utilization targets are met.
- Ensure all teams are provided their time allotted for shrinkage
- Play an active role in collaborating with operations to ensure all WFM related metrics are met
- Analyze the achievement of the center against baseline set by the client
- Review the process of reporting the information and seek concurrence with the client requirements
- Monitor variance in planned and achieved targets in real time and regular intervals
- Design and implement corrective action plan to control any variance
- Develop framework for employee development and ensure they are fully informed of operational/ WFM objectives, purposes, and achievements
- Ensure activities meet with and integrate with organizational requirements for quality management, health and safety, and general duty of care
- Contribute to the evaluation and development of WFM strategy and performance
Job Requirements
- Graduate or equivalent
- 3-4 years of Progressive Workforce experience in Scheduling, Real-time Management, Reporting, and Data Warehousing
- Analytical thinker
- Good comprehension/understanding of call center operations, metrics, and general procedures
- Good knowledge of windows-based applications with an emphasis on Microsoft excel
Soft Skills:
- Should have good interpersonal skills, numerical and analytical ability
- Should have good presentation skills