Monitor real-time contact center activity, manage service escalations, produce intraday and productivity reports, analyze forecast vs. actuals, identify scheduling gaps, and provide performance insights to WFM, operations, and client stakeholders.
Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Roles and Responsibilities
- Would act as the first point of contact for all service-related escalations occurring on account of issues such as call routing, technical outage, unscheduled absences, unscheduled breaks, forecast deviations etc.
- Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to plan and process defined.
- Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports)
- Will have to manage client & stakeholder requirements.
- Knowledge of trends and total demand and providing relevant inputs to WFM leadership, Client, and Ops Leadership
- Assist in detailing and documenting performance impacts to WFM leadership.
- Compares call forecasts with actual results to examine variances, proactively identifies scheduling gaps and offers solutions to solve them.
- Provides performance analysis to ensure accurate, timely reporting to support business decisions.
- Interaction with other departments to improve the performance indicators.
Desired Candidate Profile
- Someone with a minimum of 15 months experience in WFM RTA domain. Flexible and willing to work 24*7 environment.
- Very good proficiency in MS excel. Any prior Workforce Management experience in Scheduling or Reporting will be an added advantage.
- Knowledge of Work force management software. Experience on Verint (WFM tool) or any other tool is a plus.
- Strong analytical and communication skills.
- Should know how to analyse performance data in real time.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
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