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Associate / Senior Associate - WFM Walkin today 14th-15th July

1.00 to 3.00 Years   Noida   14 Jul, 2022
HCL Technologies Ltd
Job LocationNoida
EducationNot Mentioned
SalaryRs 2.0 - 3.5 Lakh/Yr
IndustryIT - Software
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

    JOB SUMMARYCandidate will serve as RTA Analyst in a Contact Center environment (round the clock shifts) responsible for all real-time tasks from a WFM perspective within the Project. Key responsibilities and requirements include
    • Perform Reporting, ensure adherence to planned activities
    • Meeting SLA and Reporting
    • Good communication skills (written and spoken)
    • Knowledge in MS Excel is also preferred.
    ESSENTIAL DUTIES AND RESPONSIBILITIES
    • Perform real time management on production floor
    • Manage all offline activities
    • Guard SLAs
    • Manage idle time
    • Report outage
    • Take input from Planning team on weekly Capacity Plan and Mitigation Plan to achieve SLA
    • Analyze variation and act on real time basis
    • Highlight performance gaps on planned activities and goals
    • Able to provide insights to Operations/WFM Team as required
    • Responsible for building effective working relationships with internal and external customer
    • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction
    • Communicates and works with staff members, management, human resources
    • Seek overtime or additional staff to login as required
    • Performs any other related duties as required or assigned
    • Demonstrated strong analytical skills, with emphasis on real time forecasting
    EDUCATION/EXPERIENCEThe minimum experience requirements are:
    • 1-3 Years experience in Workforce Management, preferably in contact centers with at least 200 employees
    • Specialization on advance Excel reporting & VBA scripts for automation of reports
    • Bachelors degree preferred with 6 months to 3 plus years relevant work experience
    • Currently working Experience with Workforce Management software (scheduling, performance tracking, reporting)
    SKILLS AND COMPETENCIES
    • Demonstrated strong analytical skills
    • Ability and willingness to learn new software applications
    • Skills in complex problem solving, judgment, critical thinking and decision making
    • Ability to be highly organized with an emphasis on accuracy and timeliness
    • Ability to organize information and have attention to detail and accurately follow procedures
    • Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time
    • Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics
    • Ability to work occasionally evenings and weekends to meet deadlines
    Walkin location address: HCL Technologies , A-8-9, Noida sector 60, Nearby Metro Sector 59Walkin Location timings: 12:30pm to 5pmContact Person Name and Email ID:Aman Chhabra, hidden_mobile , hidden_email

Keyskills :
workforce management systemsupport analystsrtavbaassociatesworkforce management

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