Job Description

• Team Leader- Work force management
• BPO Industry Preferred
• Location - Gurgaon/Delhi
• 6 working days
• Salary Range - 30k to 35 k
• Work from office only
• Interview will be F2F only

Requirement:

• Minimum 1 year experience of Team Handling of WFM Department
• Clarify key metrics like SL/Abandon/AHT/ASA/Occupancy/Utilization to Ops/Team members as and when required.
• Must have good knowledge of Advance Excel related to V-LOOKUP, H-LOOKUP, Conditional Formatting, Index Matching, Sumif, Countif.

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.

Job Type: Full-time Salary: \xe2\x82\xb9360,000.00 - \xe2\x82\xb9420,000.00 per year Benefits:

• Provident Fund

Schedule:

• Morning shift

Application Question(s):

• How many years of work experience as a Team Leader into WFM?
• Do you have any experience making reports related to AHT, Shrinkage, Occupancy, SLA?
• Are you comfortable with the Gurgaon/Delhi Location?
• Are you comfortable with the budget upto 35k inhand?

Speak with the employer
+91 9871177318