Assistant Manager WFM

A4 to A5
Or
P3 to P4

• Average PMI (last 6 months) /PMS rating 3 and above or last two PMS rating 3 and above (whichever applicable)
• Min 2 years’ experience in the current role
• No Warning Letter issued in the past 6 months
• E-learning mandatory courses certified wherever applicable

Responsibilities

• Projecting Monthly requirement of employees, taking Attrition, Shrinkage and Idle time into consideration.
• Planning and controlling Idle Time to keep it close to targeted time.
• Optimizing Answered Levels with the available resources.
• Coaching and training WFM specialist and New hires in CMS applications.
• Coordinating with Owners of aligned Process for Planning and Strategizing.
• Ensuring that the call volumes forecasted for all processes specified are within the spec.
• Planning and controlling off phone activities and track with budgets and ensuring the Shrinkage is under control for all processes specified.
• Tracking schedule adherence & suggesting areas of improvement.
• Monitoring and auditing all reports sent by the TL/Exec to the Client and Operations teams.
• Be a part of the Process Think Tank Team. Escalate all Concerns; provide Suggestions on Areas of improvement.
• Maintaining a track of Seat Utilization and identifying opportunities to improve the same.
• Creating and maintaining reports on various metrics and sharing the same with the all concerned.

Key Deliverables

• Manage large pool of data. Usage of statistical tools, Ability to spot trends and suggest corrective actions.
• Manage the WFM team & ensure all KRA’s are delivered
  Education
• Any Graduate
  Professional Experience
• Over all 4-6 years of relevant experience

Graduation