Job Description

Responsibilities:

- Support operations from scheduling & real time perspective

- Support operations with daily/Weekly/Monthly reports and other dashboards

- Manage Shrinkage, Schedule Adherence, Delivery, resource planning etc

- Track outages and impact of such events

- Review KPIs and Service Level projections for the coming week

- Ensuring all necessary & relevant efficiency parameters are within target

- Manage ad-hoc requirements from Ops & any other functions

- Discuss daily / weekly performance with stakeholders

- Interact with clients for FTE/Delivery Targets and other planning assumptions

- Contribute in annual planning on HC , Budget, Span Ratio, Seat Utilisation etc.

Functional Skills and Competencies

- To be able to communicate effectively, both verbally and in writing with India & UK stakeholders and across levels

- Minimum 5 years of work experience in Contact Centre, minimum 2 years in Supervisory role in WFM

- Functional knowledge of various workforce management tools (IEX, Genesys, Liveperson etc)

- Overall Understanding of the Workforce Management, along with operational management

- Sound knowledge of Capacity Planning and Real time Management

- Understands and know the purpose of the role and how it links to the other roles

- Sound knowledge of MS Suit

- Understands and has knowledge of key Contact Centre metrics such as FTE, shrinkage, AHT, Occupancy, schedule adherence, CPH, ACL, Concurrnecy etc.

- Analyse situations, identifies the gaps quickly and take necessary steps to avoid impact on Delivery / Service Levels

- Consistently demonstrates organization Values and detail orientation - Plans and organizes large-scale and long-term projects and strategies that lead to desired outcomes

- Consistently places a high value on customers (internal and external) and all issues / factors that relate to customer experience/ stakeholder expectations

- Develop excellent working relationships with Stakeholders and team

Skills :

- Must have excellent analytical, presentation & communication skills

- Sound knowledge of MS Suit

- Should be well versed with WFM tools like IEX, Genesys, Liveperson etc

- Experience on WFM tools and in-depth knowledge on their features