Team lead(MIS & WFM)

Role: Team lead(MIS & WFM)

Location: Kolkata

Experience

Client:

Shift

Notice period

Non-Voice Operations Manager / WFM Specialist

The Role: Drive Operational Excellence

within the Average Speed of Answer (ASA) and per contract

Key Responsibilities

1. Real-Time Inventory & Capacity Management

• Inventory Control:

  Access client tools daily to pull, manually segregate (by skill, department, region), and assign queues to agents.

• Resource Planning:

  Conduct effective daily and monthly resource planning based on inventory numbers, skills, and client forecasts to maximize productivity.

• Skilling:

  Execute interval-based skilling exercises, optimize manpower through cross-training, and minimize resource leakages.

2. Service Level Agreement (SLA) Compliance & Reporting

• Maintain a "green card" status by ensuring all SLA parameters, especially ASA, are consistently met.
• Prepare, modify, and share daily, weekly, and monthly dashboards with internal and external stakeholders (e.g., AHT Trackers, SLA/KPI reports).
• Ensure

  0 staffing at logout

  and complete daily queue closure.

3. Client and Stakeholder Management

• Client Interaction:

  Engage daily with the client on inventory volumes, lead daily workforce planning calls, and obtain approvals (e.g., for overtime, ASA waivers).

• Escalation Lead:

  Lead and manage escalations, early warning signs, and potential risks with the client and relevant stakeholders.

• Internal Liaison:

  Collaborate constantly with Central WFM, QA, Training, and Technical teams to ensure flawless fulfillment and resolution of issues (including BCP coordination).

4. Team Leadership & Talent Management

• Hire, onboard, and train adequate resources, focusing on building an internal talent pool.
• Set goals, conduct timely performance reviews, and drive engagement initiatives.

Core Skills & Qualifications

• Experience:

  3+ Years in BPO Operations/Workforce Management (WFM) or a similar capacity planning/resource management role.

• Functional Expertise:

  Strong background in Non-Voice (Email/Chat) Queue Management, Real-Time Analyst (RTA) functions, and adherence to contract compliance.

• Technical Proficiency:

  Strong analytical skills with the ability to prepare comprehensive reports and dashboards; proficiency in WFM tools is highly desirable.

• Communication:

  Exceptional written and verbal communication, negotiation, and stakeholder management skills.

• Leadership:

  Proven ability to lead and manage team performance, drive adherence, and conduct effective cadence calls.

Apply Now!

If you are ready to take on a high-impact role that combines strategic planning with real-time execution, apply with your resume today!

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