- Location
- Gurugram, Haryana, India
- Job type
- Full-time
Required skills
- CMS
- Erlang
- forecasting
- tech support
About the role
Nirvasa D2C Health & Wellness Platform
Website:
nirvasa.com
Job details:
Key Responsibilities
- Mentor Team Members and guide them to achieve RTM efficiency.
- Analyze the day to day process health and report deviations to F&S for immediate action.
- Seat Utilization.
- Prepare daily/weekly/monthly reports and dashboards.
- Analyze the reports and inform stakeholders about corrective actions.
- Clarify key metrics like SL/Abandon/AHT/ASA/Occupancy/Utilization to Ops/Team members as and when required.
- Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting.
- Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources.
- Work with training and operations to coordinate multi-skill training for existing agents.
- Oversee short-term workload forecasting.
- Oversee proactive scheduling of discretionary activities such as training, meetings & Overtime.
- Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements.
- Responsible for maximizing efficiency and occupancy while meeting service objectives.
- Oversee analysis and reporting of employee performance including schedule adherence.
- Recognizes and recommends operational and support improvements.
- Perform other duties and assignments as directed.
Desired Skills & Experience
- Minimum 2 year experience on Avaya/Nortel/ Any other ACD on reporting.
- Minimum 2 year experience on Erlang C, IEX, Blue Pumpkin, Aspect.
- Knowledge of Advanced Excel/VB/Macro.
- Understanding of BPO operations in terms Telecom/Sales/Tech Support.
- Thorough understanding of ACD/Raw dump/Avaya CMS.
- Ability to perform with minimal supervision.
- Ability to do multi-tasking.
- Willing to upgrade oneself when required
- Should be open to rotational shift.
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