INTERNATIONAL BPO
Job Description
Role and Key Responsibilities :
- Manage a team of Real Time Analysts.
- Trigger alignment of schedules across partner / inhouse sites with staffing requirements and operational metrics as and when required on an 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 issues, complete post-mortem reports, and provide feedback.
- Communicate with partner/client POCs to address variances.
- First level of escalation for Intraday issues.
- Design/modify/implement processes to increase RTA effectiveness.
Key skills and knowledge :
- Graduate (any stream).
- Experience in managing a Real Time team for 2++ years with overall RTA exp of min 3+ years.
- Experience in managing multi-site and multi vendor environments.
- 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
Educational Qualification:
Graduation