Role and Key Responsibilities:
Manage a team of Real Time Analysts.
Trigger alignment of schedules across partner / in-house sites with staffing requirements and operational metrics as and when required on intraday basis
Communicate with WFM Scheduling Manager on any items that can be incorporated in the near-term action plan and schedule improvement
Identify and analyze issue, complete post-mortem report and provide feedback
Communicate with Partner/Client POCs to address variances
First level of Escalation for Intraday issues.
Key Skills & Knowledge:
Experience in managing large scale complex operations in Real Time
Experience in managing multi-site and multivendor environment
Strong Communicator and decision maker
Strong business acumen
Should be a go-getter and a collaborator
Analytical and Problem-solving ability.
Ability to simplify complex operations into repeatable processes.
Hands-on experience in Telephony and WFM tools. (CMS Avaya/Genesys/Cisco/Aspect/Verint/IEX)
High attention to detail and sense of professionalism and ability to develop relationships
Qualification: Graduate