Executive - WFM

Primary Duties & Responsibilities

• Responsible for scheduling, real time management & MIS.
• Responsible for driving performance to meet all service level metrics & Project SLA monitoring & reporting along with RCA.
• Responsible for timely, accurate reports, updates and business insights.
• Co-ordination with client contacts and command center to expedite volume flow, adjust staffing conditions.
• Work on discretionary activities to increase occupancy.
• Increase staffing levels or modify call routing to increase service levels.
• Prepare, monitor and generate appropriate mathematical models, automating report and reducing manual task.
• Qualification- Graduate / Post Graduate
• Overall work experience of minimum 2-3 yrs.; minimum 1 yr. experience in WFM
• Excellent Communication skills - written & verbal.
• Working knowledge of MS Office & Power Bi Should have analytical bent of mind strong work ethic with a will-to-win attitude, demonstrates personal excellence.
• Should have In-depth understanding of the various call center metrics and their impact on each other.
• Rotational Shift & 6 days working in a week.

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