Job Location- Kolkata
Interested candidates can share their resume at ar**********a@te*****************s.com
Call @ 8697668***
WhatsApp resume at 8697668*** .
Roles and Responsibilities
Schedule creation for customer experience staff including internal and outsourced
Partner with our call center outsourcers to review their staffing, make change requests, and ensure optimal staffing across internal and external team
Communicate clearly and empathetically around schedules and business needs; built trust and transparency
Collaborate in establishing policies, processes, and standards that support a world-class customer service operation
Keep senior leadership informed of status and performance
Oversee the work of the Real Time Analysts to ensure that goals are met or exceeded.
Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies.
Ability to build and run scheduling scenarios and provide analysis of potential impacts
Analyze performance data to identify opportunities to operate more effectively and efficiently
Support adding and removing new hires and leavers from WFM systems.
Support site-level resources with real-time management of schedule adherence and productivity
Facilitate any non-productive time (e.g. training) based on analysis to possible impacts to service delivery.
Well-developed problem-solving and analytical skills
Desired Candidate Profile
3+ years WFM experience in a complex contact center environment
Proactive problem solver; able to see big picture and streamline current processes while planning for long-term growth
Effective communicator and relationship builder
Able to travel to other offices nationally and internationally on occasion
Work weekends and holidays as business needs require
Strong attention to detail
Experience with Genesys WFM or similar applications (i.e., Blue Pumpkin/Verint, IEX, Aspect/eWFM)
Ability to learn & manage multiple technical systems
Solid knowledge of Excel
Perks and Benefits : Negotiable ( As per market standard . )
Keyskills: Scheduling Capacity Planning Real Time Analysis Rostering RTA WFM
Worldwide leader in outsourced Omni channel customer experience management, serves companies and administrations around the world through its core services of customer care, technical support, and customer acquisition, as well as through its speciali