Workforce management

Teamware Solutions

1 - 3 years

2 - 4 Lacs

Hyderabad

Posted:1 week ago| Platform:

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Skills Required

excel BPO Real Time monitoring pivot table workforce management Call centre

Work Mode

Work from Office

Job Type

Full Time

Job Description

Basic qualifications
• 6+ months of customer service experience• 6+ months of Microsoft Office products and applications experience

Preferred qualifications
• Working knowledge in Amazon Connect.• 1+ years of customer service experience• 1+ years of Workforce Management (Real Time Monitoring) experience in Call Center environment.• 1+ years of Microsoft Office products and applications experience

Working knowledge in Real Time monitoring in Call Center environment (SL, Volume Offered/Incoming/Handled vs. STF/Commit, Outsourcing %, age and size of email backlogs, missed contacts, calls in queue, wait time.) and excel templates.
• Able to write root case analysis of any service failure.• Support day-to-day operation by maintaining constant communication with site operations, senior leadership, content team, technology teams, and other internal clients on the status of real-time metrics.• Identify irregularities that affect SL and candidate experience, notify the vendor partners and advise them on the required mitigation actions, such as moving flex capacity or minimizing agent non-productive time.• Timely discovery and escalation of the outages. Conducts troubleshooting steps to identify the affected parties and the impact and escalates the issue to tech team accordingly.• Thorough understanding of queues / routing profile and perform skill blending and profile modification whenever required.• Priority queue (PQ) / Visibility Threshold (VT) / Preserve Avail (PA) setup based on SL and occupancy performance.• NPT cancellations if required, drive OT requests.• Occupancy Management (including VTO decisions, NPT approvals).• Manage AUX states / non-adherence and escalate to the corresponding Planning & Vendor teams.• Intraday Reporting (including call outs).• Support in reviewing existing SOPs and preparing new SOP’s to document the leanings from each incident and daily event• Display effective communication (verbal and written), capable of summarizing the day performance and able to handle leadership queries by providing appropriate RCA.• Knowledge of managing user profiles in terms of on-boarding, off-boarding, access management, and reconciliation.

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Teamware Solutions

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Chennai Tamilnadu

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Workforce management