Posted:2 weeks ago|
Platform:
Work from Office
Full Time
• Will act as a liaison between the GCC and Site WFM teams.
• Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis
• Administration of communication to and from Operations and other support departments
• Collection and analysis and reporting of historical center/agent performance statistics
• Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting
• Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
• Oversee short-term workload forecasting and scheduling philosophy of schedule assignments
• Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time
• Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
• Problem Solving: Should be tactical and be able to solve day to day operational challenges and should be able to understand delivery metrics
• Manage WFM personnel on site and remote.
• Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed.
• Any Graduate (PG added advantage)
• Advanced knowledge of MS products, particularly Excel
• Analytical Able to analyze data and draw insights
• Knowledge of Contact Centre methodologies and operational principles
• Excellent communication skills
• High level of accuracy and attention to detail
• Innovative and able to influence others
• Contact Centre Workforce Management experience
• Contact Centre tools: IEX, Avaya, Erlang, etc.
Genpact
Upload Resume
Drag or click to upload
Your data is secure with us, protected by advanced encryption.
Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.
We have sent an OTP to your contact. Please enter it below to verify.
Instantly access job listings, apply easily, and track applications.
8.5 - 10.0 Lacs P.A.
1.0 - 4.0 Lacs P.A.
gurugram
1.0 - 5.0 Lacs P.A.
1.0 - 5.0 Lacs P.A.
gurugram
2.0 - 5.0 Lacs P.A.
gurugram
1.0 - 5.0 Lacs P.A.
1.0 - 5.0 Lacs P.A.
2.75 - 4.0 Lacs P.A.
hyderabad
4.0 - 6.0 Lacs P.A.
2.0 - 6.0 Lacs P.A.
