Wfm Manager
- IntouchCX
- 4 - 8 years
- Hyderabad
- 1 month ago
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Job Description
About the Job
The Senior Manager provides vision and leadership in areas of Real-Time Management, Intraday Analysis, Forecasting and Scheduling, Capacity Planning and Login Administration.
Roles and Responsibilities:
- Directly manages a team of RTAs, Scheduler, Planner & Forecaster
- Identify, Prioritize and Coach all direct reports in development areas
- Creates strategic recommendations to improve productivity while balancing service levels and costs
- Ensure the enterprises are managing intraday staffing requirements
- Responsible for the development, analysis and implementation of agent staffing, plans including forecasting requirements
- Must be able to address disciplinary and/or performance problems according to company policy
- Assist in resolving customer complaints and escalated issues
- Facilitates, leads, and participates in daily and weekly meetings among key stakeholders
- Owns planning, design and implementation of a Workforce Management System, including the creation and/or implementation of processes
- Ensures reports showing key efficiency, performance, and quality metrics are accurate and available. Coordinates with IT and Operations
- Develops benchmarks using metrics, industry standards and original concepts
- Provides analysis/recommendations to Sr. Mgt & Leadership
- Delivers processes and development in areas to support bill-to-pay
SHOULD HAVE:
- 5-6+ years of supervisory experience.
- Exceptional verbal and written communication skills.
- Strong technical documentation, problem-solving and analytical skills.
- Previous Contact Center WFM experience.
- High proficiency with computers, excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems) & Google Suits ( Sheets, Slides, Docs etc )
- WFM tools IEX and Calabrio
- The ability to accommodate a flexible schedule.
- Ability for critical thinking and innovative solutions
- Exceptional analytical skills
- Team working and influencing skills
- Consistent and reliable
Note:- Please feel free to contact on whatsapp- +91 8121984*** or email- si*********h@in******x.com and If interested share me your cv.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: Workforce Management IEX Calabrio Recording Capacity Planning KPI Monitoring Rostering SLA Management Forecasting MIS Reporting Operations Management
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IntouchCX
IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, were obsessed with providing remarkable customer experiences for the worlds most innovative brands.
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