Workforce Management Analyst Let The Trend

2.0 - 6.0 years

0 Lacs

maharashtra

On-site

As a Real Time Analyst (RTA) in our Workforce Management Team, you will be responsible for monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership. Your role will involve driving real-time management performance for In-house contact centers and Vendors, as well as overseeing skilling and priority changes. You will be expected to constantly monitor, track, communicate, and document real-time floor activities to ensure adherence to defined processes. In this position, you will play a key role in approving and plotting real-time schedule exceptions, creating accurate intraday reports, and developing contingency plans for unexpected events. Your ability to conduct root cause analysis and provide operational actions will be crucial in maintaining operational efficiency. Additionally, you will be responsible for publishing intraday reports, attendance tracking, recommending overtime requirements, and fulfilling ad-hoc data analysis requests. To be successful in this role, you should have a minimum of 18 months of experience in a similar position with excellent written and verbal communication skills. Strong interpersonal skills are essential for facilitating cross-geographic interaction, and proficiency in using MS Office applications, Google Sheets, and WFM tools is required. Experience working with Genesys Purecloud will be considered an added benefit, along with possessing good analytical skills and business acumen. The minimum education requirements for this position are an Undergraduate diploma or HSC pass (10+2). If you are someone who thrives in a fast-paced, dynamic environment and has a passion for optimizing real-time performance, we welcome you to apply for this exciting opportunity.,

Posted 1 week ago

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Technical Lead Servion Global Solutions

6.0 - 10.0 years

0 Lacs

chennai, tamil nadu

On-site

You should have an understanding of configuring Genesys PureCloud and PureCloud BYOC Cloud. Design Genesys Architect flow using various Genesys tools, Google Dialog, and Voice Bots. Ensure proper coordination of software application design, development, testing, quality assurance, configuration, installation, and support to ensure smooth, stable, and timely implementation of work requests and issue resolution. Deep functional and technical understanding of APIs and related integration with external NLU services. Functional and technical understanding of building API-based integrations with Salesforce, MS Dynamics, etc. You should have 5 to 10 years of experience implementing multichannel self-service/IVR and Omni-Channel Routing Ige/PureCloud suite. Hands-on experience on Voice and Non-Voice (SMS, Email, Chat, etc.) applications solutioning using Genesys Cloud Architect. Experience in Genesys Infrastructure including QM, Dialer, Genesys WFM, Agent Assist, Text and Speech analytics, agent gamification. A Bachelor's Degree or equivalent in Computer Science, MIS, Engineering, or a directly related field is required, with a Master's Degree preferred. Ability to effectively communicate in both technical and business terms. Hands-on extensive experience in Genesys, Genesys Cloud platform. Ability to multitask, meet tight deadlines, shift and adjust work effort based on critical priorities and SLAs. Experience with Voice/Chat Bot technologies such as Genesys, Google DF, Lex, Nuance, etc. Generative AI experience is a plus. Key Skills required for this role include Genesys PureCloud, PureCloud BYOC Cloud, Genesys tools, Google Dialog, Voice Bots, QM, Dialer, Genesys WFM, Agent Assist, Text and Speech analytics, agent gamification, and Generative AI. Location for this position is CHN. The minimum required experience is 6 years. The contact person for this role is RMG, and the email ID is RMG@SERVION.COM.,

Posted 2 weeks ago

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Genesys Developer Tekskills

10.0 - 15.0 years

20 - 30 Lacs

Hyderabad, Chennai, Bengaluru

Hybrid

Job Title: Genesys Developer Location : PAN India (Hybrid) 10+ years of development and Implementation experience with contact center solutions On-premises and Cloud. Genesys Cloud, Engage, NICE, Virtual Hold, Cloud computing (AWS, Azure), Containerization (Docker, Kubernetes). Configure and troubleshoot Genesys software and hardware components. Integrate Genesys with Third-party applications and Systems. Strong development experience with Genesys Framework including IVR development /Scripting, Routing, Strategy and Reporting. Experience with troubleshooting Genesys issues, analyzing Genesys logs and identifying root causes. Ability to trace and analyze call flows within Genesys strategies (Call Flow Debugging). Knowledge of Genesys Architect, IRD and Composer including call flows, workflows, and routing strategies. Strategy Development: Experience developing and deploying strategies in Genesys. Working Experience with eServices/Genesys Chat/Multimedia and GMS Callback Solutions. Call Flow Debugging: Ability to debug and troubleshoot call flows using Genesys tools and logs. Routing Strategy Analysis: Ability to analyze and optimize routing strategies for efficient call handling. Working experience on Major Genesys and NICE platform upgrades. Utilize Genesys cloud APIs, SDKs and tools to build integrations and extensions. Experience with Genesys products (PureCloud, Pure Engage, Pure Connect). Experience with call recording platforms (NICE, Genesys IR). Experience with Genesys Cloud APIs, SDKs and development tools. Knowledge on Genesys Cloud security features. Proficiency with programming languages (Java, Python, JavaScript). Roles & Responsibilities: Strong and confident knowledge in Contact Center network topology. Coordinate with other tech partners like Avaya, network partners and product vendors. Knowledge in Siebel CRM Application Integration. Familiar with Agile methodologies and related process. Experience with troubleshooting Genesys issues, analyzing Genesys logs and identifying root causes. Ability to trace and analyze call flows within Genesys strategies. Knowledge of Genesys Architect, IRD and Composer including call flows, workflows, and routing strategies. Strategy Development: Experience developing and deploying strategies in Genesys. Call Flow Debugging: Ability to debug and troubleshoot call flows using Genesys tools and logs. Routing Strategy Analysis: Ability to analyze and optimize routing strategies for efficient call handling. Excellent problem-solving skills. Role & responsibilities Preferred candidate profile

Posted 2 weeks ago

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