Job Openings: Semi Voice Process Walk-ins on: 3rd July 2025 to 4th July 2025. Location: VCC India, NSL SEZ Arena, Wing B, 3rd Floor, Survey No- 1, Plot No. 6, IDA Uppal, Hyderabad. Requirements: Excellent communication and written skills Energetic and customer-focused What we offer: Excellent salary packages Great growth opportunities Interested candidates, please come for walk-in interviews on 3rd July & 4th July 2025 with your updated resume and an ID Proof For any queries, contact: Soundharya (7032540928) About the Company: VCC India Private Limited provides voice and chats platform customer care for V Media, including inbound sales calls, billing and retention, and technical support, all from our office in Hyderabad. With V Media's recent launch and early success, this represents a great ground-floor opportunity for skilled and ambitious young people who would like to grow their careers as we grow the business. VCC is looking to hire agents to join our existing team of over 100 industrious employees. Job Description Support & troubleshoot IPTV, Cable, DSL internet and VoIP systems over Chat and Email Provide the customer with the quickest method of resolving reported issues in a clear, concise and friendly manner. Develop a strong understanding of the Process/Products/Services to enhance the Customer experience Communicate and coordinate with internal departments when necessary to help develop a cohesive team. Should possess a strong mind-set and a professional demeanor to comprehend customers issues/queries and provide resolutions thereby increasing/promoting the Brand image of the organization Desired Candidate Profile Excellent in Grammar Excellent typing speed. Ability to work under pressure with high attention to detail Excellent communication and interpersonal skills Flexibility to work rotational shifts Graduate or Post Graduate NO WORK FROM HOME. INTERVIEW WILL BE AT OFFICE ON: .
Workforce Management Analyst Job Summary The Workforce Management (WFM) Analyst for Inbound Operations is responsible for ensuring that staffing levels and schedules align with forecasted call volumes to achieve service level and productivity targets. The role focuses on forecasting, scheduling, real-time monitoring, and performance reporting for inbound queues. Key Responsibilities Forecasting & Capacity Planning Analyse historical call data, trends, and business drivers to forecast inbound call volumes and staffing needs. Build short-term, mid-term, and long-term capacity plans based on business growth and seasonal trends. ¢ Maintain and update headcount plans in coordination with Operations and HR. Scheduling ¢ Create and maintain agent schedules to ensure coverage across shifts, skill types, and queues. ¢ Factor in shrinkage, leaves, training, and meetings while maintaining service level targets. ¢ Manage shift swaps, overtime, and time-off requests to balance operational needs and employee preferences. Real-Time Management ¢ Monitor inbound queues and agent adherence throughout the day. ¢ Take real-time actions to correct staffing variances (e.g., adjust breaks, reassign agents, or trigger overtime). ¢ Communicate intraday performance and SLA risks to operations and leadership. Reporting & Analytics ¢ Prepare daily, weekly, and monthly reports on service levels, forecast accuracy, and occupancy. ¢ Conduct variance analysis between forecasted and actual performance metrics. ¢ Identify opportunities to optimize workforce efficiency and improve forecast accuracy. Stakeholder Collaboration ¢ Work closely with Operations, Training, and HR teams to align headcount and scheduling with business goals. ¢ Provide actionable insights and recommendations during business reviews. Skills & Qualifications ¢ Graduate degree (any discipline). ¢ 15 years of experience in WFM for inbound call centre operations (Customer Service, Technical Support, or similar). ¢ Strong understanding of call centre metrics such as SLA, AHT, Occupancy, and Adherence. ¢ Proficiency with WFM tools (e.g., NICE IEX, or similar). ¢ Advanced knowledge of MS Excel ¢ Strong communication, problem solving, and analytical skills
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