Assistant Workforce Management Manager- RTA

Manpowergroup Services India

3 - 8 years

3 - 6 Lacs

gurugram

Posted:1 month ago| Platform:

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Skills Required

workforce management scheduling forecasting wfm team handling capacity planning rostering real time analysis rta

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Purpose

This role ensures that inbound call queues are effectively managed, and maximum calls are answered within service level, this role primarily includes.

Forecasting inbound calls & scheduling workforce accordingly
Real-time queue management
Identifying and resolving bottlenecks
Reporting & Analyzing data for real-time trends

Role Accountability

Responsible for facilitation of Dialer strategy and Dialer Metric.
Monitor all agents are logged into dialer system to assure agents logged into appropriate campaigns for each department group and to maximize utilization of agent productivity while logged into campaigns.
Collaborate with IT and Process owners for Automation of processes leading to productivity Increase.
Implement and execute approved dialer strategies.
Ensure parity across sites for the processes / procedures / strategies implemented.
Track daily activity closure and timelines.
Ensure all approvals are in place for any change implemented in dialer strategy.
Required to work in a 24*7 environment on rotational shifts/week-offs as per business process requirements.
Ensure a continued work routine as per business process requirements.
Ensure all tasks listed below are completed daily.

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