Job Description

- BPM GCC

Role: Subject Matter Expert/WFM

Roles and Responsibilities

We are looking for a talented associate to join an elite team that will work with our vendors, internal team members to resolve complex issues.

The Ideal candidate will be cool under pressure and comfortable working in situations that at time can be highly stressful. If you excel in figuring out complex problems and enjoy finding resolutions in tough situations, this job could be for you!

In this role, you will manage tasks such as Incident management, Manage the call volume, Outage management, and reporting to optimize resources and enhance operational efficiency.

What you'll do:

Responsible for managing and ensuring that the service level agreements for various business are met


Facilitates real-time discussions with necessary stakeholders


Work closely with the operations team to analyze and help improve their delivery processes


Monitor real-time call volume and adjust staffing levels as necessary


Prepare and distribute regular performance reports to management


Lead in resolving elevated and complex service complaints

Desired Candidate Profile

Any Graduate / Post Graduate


Preferred 2 year of experience; (1yr of International Voice process experience mandate)


Excellent communication skills- written and verbal.


Exposure to 24/7 Rotational Shifts in an International BPO Voice process


Comfortable with backend operations, as per business requirement


Ability to work in a fast-paced and dynamic environment


Ability to listen and actively problem solving skills


Preferred exposure to tools like Avaya, AWS, Aspect etc.


Desired exposure at managing multiple vendors & multiple sites


High vigilance in Queue monitoring & highlighting observations based on SOP guidelines


Hands on experience in generating Interval level Intraday reports


Working knowledge of MS Excel

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

Provident Fund
Schedule:

Rotational shift US shift
Experience:

International voice process: 2 years (Required) Incident management: 2 years (Preferred) Workforce management: 2 years (Preferred) Real-time monitoring: 2 years (Required)
Language:

English (Preferred)
Work Location: In person