Wfm Team Lead
- Tech Mahindra
- 3 - 5 years
- Hyderabad
- 14 hours ago
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Job Description
Role & responsibilities
- Analysis Strong Analytical skills
- Should be able to handle & achieve the departmental requirements
- Knowledge of VBA, MS Access, SQL (preferable)
- Maintain data integrity
- Knowledge (What the person must know): Understanding of operational process, logical thinking, reporting and analysis
- Should be open to change, Multi-tasking skills
- Team management
- Own the MIS delivery for the account with respect to all aspects of WFM Planning, Scheduling, Forecasting, Real Time Management
- Accurate and Timely reporting
- Client Management Internal and External
- Ability to work on data and generate various types dashboards, reports/ad-hoc reports
- Meeting client requirements within TAT and with accuracy
- Ability to handle high level data analysis and data
- Ensure All SLAs related to business in terms of MIS like Service Level, Abn % etc are met consistently
- Should be able to ensure that monthly volumes are handled effectively without any negative impact on the revenue
- Should look at revenue enhancement opportunities within the Business
- Should contribute to the business by proactively providing solutions to pre-empt possible situations which impact performance/ Revenue
Preferred candidate profile
- Should have basic knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting.
- Should have exposure to Aspect/IEX/BP standard WFM tools
- Should be sound in his knowledge of Avaya CMS
- Good communication skills (Role requires interaction with Sr. Leadership and customers)
- Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports
Should be able to think on the feet to make decisions related to steps which would impact business
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: Tech MahindraLocation(s): Hyderabad
Keyskills: Capacity Management Workforce Management Aht IEX Avaya Capacity Planning Rostering Shrinkage
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Tech Mahindra
Tech Mahindra Limited is an Indian multinational provider of information technology (IT), networking technology solutions and Business Process Outsourcing (BPO) to the telecommunications industry. Tech Mahindra is a US$4.2 billion company with over 117,000 employees across 90 countries. It provide...
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