WFM Executive

A1 to A2

• Average PMI (last 6 months)/PMS rating 3 and above
• Min 1 year in current role
• No Warning Letter issued in the past 3 months
• E-learning mandatory courses certified wherever applicable

JOB RESPONSIBILITIES

• Responsible for the generation, collation & Updating reports and IDs
• Monitoring the CC pulse and highlight real time issue to Ops Head
• Updating Dashboards. (with 100% accuracy)
• Generate and maintain all process and client related reports.
• Maintaining forecast accuracy between the set targets.
• Design, create and deliver outbound dialling projects based on the dialling platform.
• Manage on going existing campaigns on Genesys dialling platforms.
• Constantly review dialler & data performance and develop & recommend strategic changes to the contact strategy to improve contact ability and overall campaign performance against targets.
• Establishment and monitoring of dialler related KPIs.
• Liaise with the business MIS team to develop and deliver reporting & insight into the live and historical dialling & performance of the contact strategy.
• Ensure adherence to TRAI dialling Guidelines and dialler regulations.
• Analyse demographic and data trends to provide the intelligence behind future contact strategies.
• Interact and add value with our clients and internal Ops Team around our data and dialler strategy and performance.
• Manpower forecasting on coordination with Operations.
• Monitor SLA to ensure that the same is running at an optimum level.
• Maximize utilization of manpower.
• Monitor and Track Shrinkage.

QUALIFYING CRITERIA

• Should be a confirmed employee of CBSL and should have completed 6 months in the existing role.
• Should have the average PMI of 3 & above for last 3 months.
• Should have minimum of 12 months of total work experience.
• No disciplinary issue in last 3 months.
• No NCNS in last 3 months.
• Graduate/Undergraduate can apply

PERSONAL SPECIFICATION

• MS-Excel knowledge would be Mandate.
• Knowledge in MS-Access & MS Power, point would be an added advantage.
• Keeping confidentiality of reports.
• Should be able to handle multiple clients, roles, & requirements.

Graduate/Undergraduate