Aditi Consulting
Website:
aditiconsulting.com
Job details:
Summary:The individual is responsible for end-to-end workforce management, real-time team, and intraday management of volume and resources. The role ensures appropriate staffing allocation and availability of frontline staff to achieve service level objectives and administers contingency action plans as necessary.
Responsibilities:- Manage SLA - Service Level to be met for 90% of days in a month
- Manage Real Time Control triggers such as Service Level, Line Adherence, Schedule Adherence, Forecast Deviation, AHT, Leave & Absenteeism
- Optimize resource and KPI achievement through monitoring and managing real-time adherence
- Send Alerts & Recommendations to achieve SLA for current Day/Week to Operations & Scheduler
- Take real-time actions on staffing to maintain service levels and document actions daily
- Manage Real-time Skilling (Multi Skilling/Single skilling agents) to drive better SL
- Maintain Tracker for downtime, mass errors, and technical issues resulting in Forecast Variation & SL drop
- Perform Root Cause Analysis of SL lost days
- Perform daily activities within timeline & with 100% accuracy
- Identify possible needs for improvement in processes, learning, and systems and refer them to senior management
- Demonstrate the ability to change focus quickly to support the business needs, including covering for other roles as required
- Analyze BI/MI reports to draw inferences that reflect the priorities of the center and business and build Multiple & Analytical dashboards
- Provide analytical inputs to improve efficiencies to Operations and leadership
- Highlight process gaps and improvements to leadership and stakeholders
- Be proactive in seeking and giving business-critical information/feedback to enhance operational effectiveness
Requirements:- At least 4 years of WFM experience with a minimum of 1 year of Dialler Operations in the BFSI domain, preferably in collections & sales
- Mandatory experience in Genesys, NICE, Verint, and Avaya
Required Skills:- Ability to work with minimal supervision and in a team environment, occasionally under time pressure and on several tasks simultaneously
- Financial knowledge of call center workings
- Flexible, creative problem-solving skills, anticipates changes, and welcomes challenges
- Strong computer skills, including proficiency in MS Office suite, particularly Excel
- Proven analytical skills and the ability to communicate with various management levels
- Clear and effective communication skills with all levels within the organization
- Willingness to work in shifts
Preferred Skills:- Knowledge of various Call Centre Reporting Systems
- Experience in the Banking Domain
#AditiConsulting
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