Job Role & Responsibilities :
Manage a team of 3 to 5 specialists, across all programs and potentially across multiple sites
Analyze past volume and staffing patterns and implement based on the forecast provided by the Managers to ensure service goals are met.
Oversee all Real-Time and Intra-Day activities to ensure operational goals are met.
Ensure all required WFM data is tracked and trended on a continuous basis.
Manage the staff schedules and responsibilities of Workforce executive team.
Responsible for performance appraisals of all direct reports.
Establish performance objectives for direct reports.
Coach and develop a high performance team through organizational leadership.
Demonstrate sound judgment and fairness when administering policies and procedures.
Ensure that the team accurately tracks and manages schedule adherence.
Monitor absenteeism levels and work with Management on attendance management initiatives.
Prepare daily / weekly / monthly reports and distribute to the Management team.
Manage staffing ratios and seat utilization / optimization
Assist with special projects and other duties as assigned.
Continual enhancement of agent performance
Required Skills :
Training and certification with forecasting / scheduling and related software packages
Must be fluent in written and spoken English
Excellent knowledge of Workforce Management applications, technologies and key performance indicators
Expert knowledge and understanding of workforce planning programs and principles
Thorough understanding of Aspect, WFM tools, and Avaya
Demonstrated skills in all phases of workforce planning, forecasting and Intra-day functions
Advanced abilities in using Microsoft Office (especially MS Excel)
Strong analytical abilities to provide strategies based on historical and current data
Ability to work with management teams to ensure clear goals regarding service level agreements
Proven ability to manage people, processes, and technology
Strategic thinker and tactical implementer
Experience in developing a workforce team in a call center site, while meeting and / or exceeding all operational and financial objectives
Demonstrated management leadership skills i.e., ability to build high performance teams, motivate and influence employees to exceed performance initiatives
Ability to react quickly and take advantage of changing business conditions in real-time
Highly motivated, creative, self-sufficient and able to operate effectively without close supervision
Passion for excellence, strong work ethic and solutions-oriented
Willingness and ability to work in a multi-cultural environment
Flexible and adaptable to changing environments
Energy, enthusiasm and positive attitude with a desire to progress
Self-motivated, proactive and uses initiative for process improvements
Ability to work under pressure and meet deadlines
Ability to accept direction and suggestion for personal development
Ability to show a flexible approach to working hours
Innovative and able to think outside the square.
Experience in WFM Mandate
Contact : Antra Priyadarshini (9719434484)
Email : antra.priyadarshini igtsolutions.com
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds
RoleTeam Leader -(Technical),Industry TypeBPO / Call Centre,Functional AreaITES, BPO, KPO, LPO, Customer Service, Operations,Employment TypeFull Time, PermanentRole CategoryVoiceEducationUG : Graduation Not RequiredKey SkillsTeam HandlingForecastingWFMService LevelAdministrationExcelWorkforce ManagementCallingSchedulingAspectOperationsSkills highlighted with are preferred keyskills