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Team Leader- WFM RTA//International BPO

Team Leader- WFM RTA//International BPO

Hiresquad

3 - 6 years

6 - 8 Lacs

gurugram

Posted:1 day ago| Platform:

Apply

Skills Required

workforce management rta rostering workforce genesys verint scheduling aspect erlang forecasting blue pumpkin capacity planning avaya cms real time analysis nice ewfm iex wfm avaya

Work Mode

Work from Office

Job Type

Full Time

Job Description

MNC in Gurgaon

Hiring for Team Leader WFM RTA

IC Role

CTC UPTO 8 LPA based on Experience & Last CTC

Require 3+ Years Experience in WFM RTA

Require Excellent Communication Skills

Shifts 24*7

• Intraday real time monitoring of service levels for all queues at all sites 24/7/365

• Real time monitoring of associates performance from all teams at all sites

• Real Time updates on Service Levels, Contact data, and other KPIs

• Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals

• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team

• Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)

• Support changes within routing profiles to move associates as needed

• Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs.

• Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met

• Review and process VTO/PTO/OT/Non-Prod time requests in real-time

Key Skills and knowledge :

• Proficiency in written and verbal communication English (minimum B2 level)

• Experience in Workforce Scheduling tools. (Admin, setup, use, updates, edits, reporting from RTA perspective) would be added advantage.

• Avaya ACD and other ACD platforms to support a multi-channel Environment (Voice/Chat/Email/SMS)

• 3+ years Workforce Experience (RTA or greater).

• Basic knowledge of the call centre industry.

• Basic understanding of the financial impact of all decisions made within the Command

Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).

• Knowledge of ACD and Call Center Workforce applications - preferred.

• Strong oral and written communication skills.

Qualification : Graduate / Diploma/10+2

Interested candidates can mail their cv at simmi@hiresquad.in

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Team Leader- WFM RTA//International BPO

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

MNC in Gurgaon

Hiring for Team Leader WFM RTA

IC Role

CTC UPTO 8 LPA based on Experience & Last CTC

Require 3+ Years Experience in WFM RTA

Require Excellent Communication Skills

Shifts 24*7

• Intraday real time monitoring of service levels for all queues at all sites 24/7/365

• Real time monitoring of associates performance from all teams at all sites

• Real Time updates on Service Levels, Contact data, and other KPIs

• Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals

• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team

• Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)

• Support changes within routing profiles to move associates as needed

• Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs.

• Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met

• Review and process VTO/PTO/OT/Non-Prod time requests in real-time

Key Skills and knowledge :

• Proficiency in written and verbal communication English (minimum B2 level)

• Experience in Workforce Scheduling tools. (Admin, setup, use, updates, edits, reporting from RTA perspective) would be added advantage.

• Avaya ACD and other ACD platforms to support a multi-channel Environment (Voice/Chat/Email/SMS)

• 3+ years Workforce Experience (RTA or greater).

• Basic knowledge of the call centre industry.

• Basic understanding of the financial impact of all decisions made within the Command

Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).

• Knowledge of ACD and Call Center Workforce applications - preferred.

• Strong oral and written communication skills.

Qualification : Graduate / Diploma/10+2

Interested candidates can mail their cv at simmi@hiresquad.in

More Jobs at Hiresquad