6+ years of WFM Experience with hands-on experience of IEX and CXOne.
Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.
Advanced Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook.
Experience with tools like Python, R etc. will be an added advantage.
Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
Team player as well as a skilled individual contributor.
Excellent interpersonal and communication skills to manage team, client, and stakeholder conversations.
People management and ability to get work done under high pressure situations.
Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.
Manage a team of RTA analysts to ensure business continuity through outage and event management along with business-as-usual KPIs.
Agent schedule adherence and queue management using WFM tools and call-out non-adherence activities to business and operations teams.
Enforce schedule adherence and KPI deliveries such as Service Level, AHT, Abandon, and ASA.
Monitor skilling changes for various units within a business to effectively manage channels/units based on dynamic requirements.
Suggest recommendations to WFM units as well as Operations to manage Overtime, VTOs, Same day ATOs and other offline activities based on intraday performance.
Create intraday and historical reporting to share business KPI delivery with stakeholders.
Create ad-hoc reports for real-time analysis on deviations to forecast, plans or schedules.
Create and present performance review presentations to stakeholders with statistical and analytical insights.
