Job
Description
Company Profile A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our rightshore delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our clientele includes Fortune 500 & FTSE 100 companies Responsibilities Support operations from scheduling & real time perspective Support operations with daily/Weekly/Monthly reports and other dashboards Manage Shrinkage, Schedule Adherence, Delivery, resource planning etc Track outages and impact of such events Review KPIs and Service Level projections for the coming week Ensuring all necessary & relevant efficiency parameters are within target Manage ad-hoc requirements from Ops & any other functions Discuss daily / weekly performance with stakeholders Interact with clients for FTE/Delivery Targets and other planning assumptions Contribute in annual planning on HC , Budget, Span Ratio, Seat Utilisation etc. Functional Skills and Competencies To be able to communicate effectively, both verbally and in writing with India & UK stakeholders and across levels Minimum 5 years of work experience in Contact Centre, minimum 2 years in Supervisory role in WFM Functional knowledge of various workforce management tools (IEX, Genesys, Liveperson etc) Overall Understanding of the Workforce Management, along with operational management Sound knowledge of Capacity Planning and Real time Management Understands and know the purpose of the role and how it links to the other roles Sound knowledge of MS Suit Understands and has knowledge of key Contact Centre metrics such as FTE, shrinkage, AHT, Occupancy, schedule adherence, CPH, ACL, Concurrency etc. Analyze situations, identifies the gaps quickly and take necessary steps to avoid impact on Delivery / Service Levels Consistently demonstrates organization Values and detail orientation Plans and organizes large-scale and long-term projects and strategies that lead to desired outcomes Consistently places a high value on customers (internal and external) and all issues / factors that relate to customer experience/ stakeholder expectations Develop excellent working relationships with Stakeholders and team Skills Must have excellent analytical, presentation & communication skills Sound knowledge of MS Suit should be well versed with WFM tools like IEX, Genesys, Liveperson etc Experience on WFM tools and in-depth knowledge on their features Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.
