Assistant Manager - ASBR

Job Description

Role Purpose Responsible for having advanced skill based routing setup for Voice & Non-Voice services, to have best fit agent to answer customer query with rite amount of Head Count. Role Accountability Manage projects and actionable related to them Track and update projects with respect to the timelines provided Review and present projects to the stakeholders. Responsible for the implementation, management and support of Contact Center Platform (Aspect) Design and implement voice-based solutions like Call routing, ACD, IVR etc. as per Operational requirements and attain the most eminent productivity Own and manage the end-to-end Skill based routing setup. Daily/Weekly/Monthly Analysis of Call Volume patterns at location level Rigorous monitoring of Agent Skills and changes pertaining to load levelling of Volumes across centers Manage entire Service Configuration including the Skill reduction levels, propose changes for better evolvement Coordinating with Aspect/Wipro for issues related to ASBR and getting it resolved. BCP for ASBR Failure, Manual Workgroup/Services assignments Participate in all testing related activities of Aspect IB, ASBR, IVR etc. Skill based scheduling of resources to maximize the utilization. Closely work with the Forecasting & Scheduling team to ensure better delivery of Customer Service Coordinate and Support ongoing maintenance activities. Closely work with Various Teams, monitor report the changes/benefits. Manages and publishes reports/Dashboards relating to Skill Assignment, Load Levelling, Service Config for Contact Center Platform Coordinate with vendors for services and drive operational efficiency Effectively develop forecast models to manage volumes & deliver Service Levels as per plan Use information from previous years to proactively plan holiday patterns to ensure the most effective use of man-hours. Identifying Intra-Day & Daily Anomalies in Volumes and smoothening the trends to plan. Analyzing Inter-Day & Intra-Day Volume trends and developing various statistical models to effectively plan on a similar trend Develop and deploy effective staffing to optimize the use of available resources Create Employee Schedules based on the Interval Staffing requirement, ensuring optimum resources during peak requirement Ensure Optimum scheduling factoring the Employee preferences, shift rotations, tenure etc. Plan Training schedules and track adherence, ensure training/ refreshers as per training hours built in plan Plan and execute break schedules to drive Schedule & Break Adherence Measures of Success Delivering operational SLAs for Contact Center Platform Delivering accuracy of Agent Skills and Service Configuration to ensure smooth Contact Center Management Ensuring Uptime of ASBR w.r.t Service level Configurations and skill management Ensuring on time project delivery Technical Skills / Experience / Certifications Technical expertise regarding data models, database design development, data mining and segmentation techniques Hands on experience on analytical tools like SAS, data mining tools like SQL, and visualization tools like Tableau Strong Numeracy skills to interpret historical volumes and forecast. Depth knowledge of Contact Center Platforms I.e. Aspect, Genesys etc., Aspect is preferred Should be able to demonstrate on how to handle / optimize the 24*7 Operations & team Expertise in Contact Center Technology platforms like Aspect, Genesys, Cisco. Aspect would be preferred Strong experience in the arena of Managing Aspect - Dialer & IVR. Excellent Analytical and Organizational skills Strong stakeholder management skills Excellent Communication, Interpersonal, Presentation and Team Management Skills Strong presentation skills Strong verbal and written communication skills with both business and technical areas Ability to co-ordinate and work with cross functional teams Qualification Postgraduate/ Graduate from a recognized University Call Center/WFM knowledge preferred, WFM tool Understanding of Skill Based Routing Models, Aspect is preferred SAS/SQL, Tableau, Proficient with MS Office (especially MS Excel and Access) Preferred Industry FSI