Job Description

:
Staffing: Developing a staffing plan that considers skill sets, replacement and recruiting timing, training, and cross training

• Scheduling: Managing rosters and data in real time, and scheduling non-contact activities like training, meetings, and time off
• Reporting: Producing high-quality workforce data and information, and generating internal reports
• Forecasting: Developing strategic and tactical forecasts to ensure resources are scheduled accurately
• Process improvement: Identifying opportunities for process improvement and working with the WFM product team to implement solutions
• Communication: Establishing clear lines of communication with operations and product teams
• Risk management: Providing reviews and feedback on areas of potential risk and threats
• Performance: Ensuring efficiency and currency of established procedures to achieve optimum performance levels

Roles & Responsibilities:
Analyzing call/work handling resources, attrition trends, and learning curve

• Analyzing delivery center absences and recommending actions to meet targets
• Analyzing intraday statistics, delivery center performance, and service levels
• Managing call volume, daily attendance, and program break schedules
• Working closely with the operations team to analyze and help improve their delivery processes

Qualifications:
Graduate
Experience in Digital marketting or Ad sales.
Experience handling 2 or more team members
BPO Voice & Non-Voice operations with Inbound and Outbound.