Assistant Manager / Team Lead - RTA WFM

Job Description

Job Overview We are looking for a candidate with minimum 4 years of relevant experience for TL and 5 years of relevant experience for an Assistant Manager with RTA. Key Responsibilities Manages daily operation by assessing operational drivers (Staffing, Volume AHT) and outcomes (SLA ASA and ABAN%) and adjusts intraday schedule to meet service goals Monitors intraday makes decisions provides sound judgement and consults with operation team for recommendations to improve real time performance includes calling for OT/Time off Role is offsite RTA monitoring Produce Real time reports - Hourly/ Daily/ Weekly Exception management Preparing Dashboards in the CRM tools and should be well versed with skilling/Bulk skilling Produce daily, biweekly and monthly reports to ensure adherence to planned activities Manage all offline activities idle time / Report outage, Incident tracking escalations & produce daily biweekly and monthly reports to ensure adherence to planned activities Assist with creating if metrics and targets to meet the SLA goals and highlight performance gaps on planned activities and goals. Performs analysis of data to surface trends and insights using analytical methods Drives changes on the need of the business Acts as a resource and POC during contingency events including weather events system outages etc Initiates develops and implements improvements to workflows and processes and participate on special projects Skills Knowledge in WFM systems applicable for the account. Eg. Avaya CMS NICE IEX, Cisco Aspect eWFM Verint is an advantage. Knowledge in CRM tools like Avaya In-contact and should be well versed with individual/ Bulk skilling. Excellent communication skills with ability to interact with external & internal stakeholders. Experienced in MS Office tools especially Excel and PowerPoint Knowledge in Macros is an added advantage. Problem solving, analytical & logical skills are critical and must have excellent English communication skills. Contact Person - Sneha Contact Number - 9840082230 Email - sneham@gojobs.biz