• 6+ years of WFM Experience with hands-on experience of IEX and CXOne.
• Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc.
is an advantage.
• Advanced Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook.
• Experience with tools like Python, R etc.
will be an added advantage.
• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
• Team player as well as a skilled individual contributor.
• Excellent interpersonal and communication skills to manage team, client, and stakeholder conversations.
• People management and ability to get work done under high pressure situations.
• Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.
• Manage a team of RTA analysts to ensure business continuity through outage and event management along with business-as-usual KPIs.
• Agent schedule adherence and queue management using WFM tools and call-out non-adherence activities to business and operations teams.
• Enforce schedule adherence and KPI deliveries such as Service Level, AHT, Abandon, and ASA.
• Monitor skilling changes for various units within a business to effectively manage channels/units based on dynamic requirements.
• Suggest recommendations to WFM units as well as Operations to manage Overtime, VTOs, Same day ATOs and other offline activities based on intraday performance.
• Create intraday and historical reporting to share business KPI delivery with stakeholders.
• Create ad-hoc reports for real-time analysis on deviations to forecast, plans or schedules.
• Create and present performance review presentations to stakeholders with statistical and analytical insights.