Job
Description
We are seeking a talented individual to join our Transformation team at Mercer. This role will be based in Gurgaon. This is a hybrid role that has a requirement of working at least three days a week in the office. Lead Specialist -Metrics, Analytics & Reporting WFM – RTA & Scheduler (IC Role) Shift Time – 10.30 PM to 7:30 AM (night shift) We will count on you to Preparing and analysing agent schedules in order to meet service level requirements in the most efficient manner possible within work rules, legal requirements, and other constraints Provide troubleshooting support for all Tier one and Tier two escalations and coordination for all global inbound and outbound systems and call routing issues. Participate in Rapid Response calls to minimize system downtime and provide regular updates to senior management. Should be able to manage business based on-Line Adherence, Service Level, FTE and ASA Recognize and initiate escalation for all system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages inclusive of client communication. Document all incidents using the service management suite and notify impacted stakeholders. Manage call volume and labor resources for inbound/outbound call centers, while maintaining and exceeding Organization's and client goals and expectations. Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns. Monitor toll free call routing plans using a variety of routing platforms provided by various carriers. Recommend and implement queue, DNIS priority and holdout adjustments through the various network carrier platforms and switch packages ensuring to achieve established goals. Analyze and monitor statistical information in a timely manner to achieve proper call allocation goals, reforecasting demand and staffing. Recommend strategies to Operations for improved labor utilization and key performance indicators Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders Agent skilling (workgroup or queue membership concepts), multi-skill routing sets (the concept of Forecast groups, staff groups, and intent routing) Queue Performance Reporting and Actions Taken Interval Productivity reporting and ROCC(offshore) Helpdesk Review and process VTO/PTO/OT/Non-Prod time requests in real-time Intraday real time monitoring of service levels for all queues at all sites 24/7/365 Creating and maintaining shift profiles and scheduling rules within the Workforce Management software Providing ongoing analysis of available shift offerings, staffing requirements, and time off allocations Performing ad hoc reporting as needed to support information requests from Servicing Collaborating with other analytical groups within the organization to share information as needed Managing holiday allocation at agent and business level and ensure effective employee engagement Headcount management to support optimization at recruitment and training level Assuming and performing other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position Analysis of outlier and reports to develop performance improvement and plansdrive automation and standardize reporting What you need to have: Graduate or above Minimum 5 years' in a contact Centre Minimum 2 years' experience in scheduling role Minimum 3 years of experience in real-time role In depth knowledge of call Centre operations and, metrics, and reporting What makes you stand out: Excellent English language skills (verbal and written), Excellent communication, collaboration and basic project management skills Good presentation skills with ability to present material clearly and concisely Excellent awareness of different cultures and working practices across the regions Proven experience in working in, and basic management of, diverse and geographically dispersed teams Why join our team: We help you be your best through professional development opportunities, interesting work and supportive leaders. We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities. Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being. Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer’s approximately 25,000 employees are based in 43 countries and the firm operates in over 130 countries. Mercer is a business of Marsh McLennan (NYSE: MMC), the world’s leading professional services firm in the areas of risk, strategy and people, with 85,000 colleagues and annual revenue of over $20 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit mercer.com. Follow Mercer on LinkedIn and Twitter. Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, caste, gender identity or any other characteristic protected by applicable law. Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person. Show more Show less
