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Hiring_RTA,WFM,MIS

2.00 to 7.00 Years   Bangalore   26 Oct, 2022
Teleperformance Global Services Pvt Ltd
Job LocationBangalore
EducationNot Mentioned
SalaryRs 4.0 - 5 Lakh/Yr
IndustryBPO / Call Center
Functional AreaSales Support / MIS
EmploymentTypeFull-time

Job Description

    Roles and ResponsibilitiesMonitors queues and LOBs for performance and uprodutive states.
    • Conducts real-time analysis of all metrics for multiple Lines of Business - Forecast Variances, Service level targets, AHT target variances, Occupancy targets, etc.
    • Identifies course of action or makes recommendations relating to deviations (Schedule Adjustments, Skill Switches/Leveraging)
    • Trouble-shoots real-time technology issues Reporting (Scorecard Stats, Daily UABS/Shrinkage numbers, Over/under updates, etc)
    • Monitors adherence/compliance to schedule and escalates for investigation.
    • Ensure all required data is tracked and trended on a continuous basis
    • Makes recommendations and routing changes based on observations
    • Interface with business unit management as needed for escalation of service-impacting issues Analyses schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
    • Participate on scheduled and adhoc client calls. Monitors call routing and flow real time
    • Salary up-to 5 Lack
    • 6 days working
    • Work Location: Marathahalli, Benglore
    Desired Candidate ProfileShould have relevant experience of 1+ years
    • Hands on experience working in a Real Time Adherence Team or a work force management team
    • Clear understanding of basic workforce management principles
    • Knowledge of MS Office and Excel - Intermediate is fine
    • Excellent communication skills in English - Written & Verbal
    • Strong knowledge and exposure to Quality and Process Improvement techniques
    • Good analytical and listening skillsShould be a good team player

Keyskills :
wfmmis

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