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WFM Lead

Movate Technologies

1 - 4 years

3 - 5 Lacs

Chennai

Posted:6 days ago| Platform:

Apply

Skills Required

Workforce Management Capacity Planning Real Time Analysis Scheduling RTA Rostering Workforce WFM

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are hiring for Intraday RTA in Movate - Formerly CSS Corp pvt ltd.

Note:

Candidates must have 2 years of experiences in RTA

willing to work in night shifts.

Required for Immediate joiner's

Role & responsibilities

Ensure staffing commitments are met on a real time / interval level basis and establish controls to maintain service level goals
Responsible for monitoring real-time activity and providing recommendations in order to optimize daily Staffing / Service
Responsible for monitoring real-time activity and providing recommendations in order to optimize daily Staffing / Service
Respond to client requests on staffing and service related queries accurately and in a timely manner
Respond to client requests on staffing and service related queries accurately and in a timely manner

Preferred candidate profile

Monitor CMS for SLA - SL%, Abandoned %, Wait time & IMC as applicable to Project to check deviation from required
Compare staffing, AHT & forecast for planned versus actuals - CMS versus IEX, EWFM, Excel
Report interval update with accuracy and within the stipulated TAT
Compare real time CMS with Schedule data from Excel, IEX or EWFM
Report out requirements to Operations for real time staffing needs
All Reports should be sent with accuracy and within TAT
All Reports should have the stakeholders copied (internal & external) as deemed necessary for the Project
Client responses should be specific and should be reported within the stipulated TAT and with accuracy
Adhere to all organization processes and policies

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