Hiring For SME-WFM

Manning Consulting

3 - 8 years

5 - 6 Lacs

hyderabad gurugram

Posted:2 months ago| Platform:

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Skills Required

rta wfm workforce management capacity planning real time analysis rostering scheduling workforce planning

Work Mode

Work from Office

Job Type

Full Time

Job Description

Location: Gurgaon & Hyd
Min Exp: 3+ Years

Salary: Upto 6.5LPA
Availability: Immediate to 15 days

Work from office

US Shifts

Roles and Responsibilities RTA

Monitor and manage service level agreements as per SOW of the process.
Conduct RCA (root cause analysis) for SLA deviations (Intraday and EOD) and share the insights with (Ops/WFM) leadership for review in timely manner.
Monitor Agent & Site level activities (real-time), schedules, Schedule adherence & shrinkage (in-Office and out of office).
Effectively manage and Optimize Non-Productive activities, associates break to ensure no impact on SLA.
Keep a track of exception Inputs shared by Operations to ensure they are accurately captured in reports and are kept handy for RCA (root cause analysis).
Effectively manage process, associate related outages/downtime, and report them to leadership via outage tracker.
Work with operations to create & drive the action plan to ensure the same instances (SLA impacting) are not repeated.
Create and share reports as per business requirements (hourly performance reports, EOD reports, attendance report, attrition report etc.) with ZERO errors.
Support ADHOC reports per business requirements.
Challenge the status quo and think out of the box to innovate & drive process improvement ideas/projects.
Callout/Highlight any anomalies to above and share it Ops/WFM leadership.
Effectively manage the stake holders.
Maintain Integrity and discipline, stay compliant to perform the role as per CTS policies.

Share resume on-archi.g@manningconsulting.in

Contact-8302372009

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