WFM Executive / Sr. Executive

Department / Process

Reporting To

Experience

Roles and Responsibilities:

• Good understanding of call centre operations, key performance metrics, real-time monitoring and work force management concepts.
• To ensure the right number of experts are available to take calls as per the planning.
• Notify call awaiting, call abandon, any deviation to the target like AHT, Breaks and Aux usage. Track Attendance and Lateness.
• Proven ability to manage volume data tasks and interpret data into insightful reports or associated outputs, to support various operational strategies and business development roadmaps.
• Maintain the integrity of the MI Process with detailed review and data cleansing to ensure all data and reports are accurate, current, complete and consistent.
• Provide general advice and analysis to both internal and external business stakeholders and develop overall business knowledge to facilitate this function.
• Take ownership of team deliverables, provide cover for other team members when required and ensure the team SLAs are always achieved within the agreed timelines and at the best service standards.

Key Skills / Requirement:

1. Technical Skills:

   Strong knowledge of and experience working with Real Time metrics, reporting, database & statistical packages.

• Knowledge on WFM tools (IEX, NICE, Injixo etc.) is a mandatory requirement.

• Knowledge on Excel, VBA/Macros and SQL at an advanced or moderate level is preferrable.

• Knowledge on Amazon Connect/Athena, SSRS or Power BI is an added advantage.

1. Analytical Skills:

   Able to work with large amounts of data: facts, figures, and number crunching; and analyse through them to find conclusions.

2. Attention to Detail:

   Must be vigilant in their analysis to come to correct conclusions.

3. Communication Skills:

   Ability to write and speak clearly, easily communicating complex ideas. Present findings or translate the data into an understandable layman language.

4. Critical Thinking:

   Able to look at the numbers, trends, data and find new ways to improvise the reporting and provide conclusions based on the findings.

5. Interpersonal Skills:

   Ability to work with Global teams from different time zones and cultures in a fast paced, high-volume environment.
6. Ability to multitask in rapidly changing priorities and cope working under pressure with precision and accuracy.

Notes:

• Shift Timings - 12:30 PM to 03:30 AM (rotational 9 hours shift including weekends)
• The role has an incentive other than the salary.
• The selected person will be on probation for a minimum of 3 months before getting confirmed for this role.

Interview process: -

• CV Assessment & Interview by HR
• Aptitude test (Written & Practical)
• Shortlisted candidate will go through Face-to-Face interview with Line Manager
• Shortlisted candidate will go through Face-to-Face interview with Head of Department
• Final offer by HR

Training and Assessment:

• 3 days of process training
• Leave request cannot be entertained during the training/assessment days
• Staff will be on probation period of 03 months wherein certain sets of objectives will be agreed with the line manager which will be evaluated on monthly basis
• Staff clearing the probation period will be considered as confirmed employee of SBS

BGV:

We do third party background verification for all our staff to ensure the safety & welfare of our employees.

Other details:

Candidates are required to work 5 days a week as per Rota including weekends.

Contact Person: Gagan

Number: 8310018322