Manager - WFM - Gurugram/ Jaipur @ Aarika Hr

Job Description

Roles and Responsibilities:

Manage operations from scheduling & real time perspective for Shrinkage & Schedule adherence,

Service Level management, AHT, Outage Management

Collaboratively work with client planning team to review & provide views on forecasting accuracy

Review weekly intraday & rosters

Review KPIs and Service Level projections for the coming week

Liaise with multiple stakeholders / departments within CC for effective delivery of all efficiency parameters

Working extensively on improving efficiencies for the CC

Manage ad-hoc requirements from Ops & any other functions

Discuss & review daily / weekly / monthly / quarterly performances with stakeholders

People engagement & performance enhancement Manage multiple teams & team performances



Skillset and Experience Required:

Minimum 8 years of work experience in Contact Centre Industry

Minimum 6 years of experience in Workforce Management Financial & Healthcare domains for Voice, chat & email

Should have worked extensively with at least one of the WFM softwares, like eWFM, Blue Pumpkin, IWS, etc.

Should have worked extensively with voice process.

Employement Category:

Employement Type: Full time
Industry: ITES
Functional Area: Customer Service
Role Category: Team Leader
Role/Responsibilies: Manager - WFM - Gurugram/ Jaipur

Contact Details:

Company: Aarika Hr
Location(s): Jaipur

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   Wfm WFM Analys Planning Monitoring Rostering Scheduling And Monitoring Scheduling MIS SLA Monitoring