PHP Process Developer CICA 5B
Genpact
Muntinlupa City, Philippines
5d ago

Responsibilities

The candidate will be responsible for the following :

  • Manage Call queues using the WFM tools (Cloud or non-cloud customer engagement management tools)
  • Track agent adherence / shrinkage using the WFM tool to track and manage Intra-day staffing and capacity vs requirement and escalate as & when required
  • Monitor agent performance across multiple queues and flag exceptions and status that are beyond the target threshold limit by contacting the respective agent / supervisor and have the required corrections done
  • Change management for Real Time Tracking tool to ensure that defined criteria and threshold align with the operations team’s expectations
  • Provide insights & analytics on drivers impacting Service Levels & Volume
  • Recommend staffing changes to match the call demand & co-ordinate with the WFM Scheduling resource to ensure adequate staffing is maintained
  • Point of contact and liaison with technology regarding system issues and resolution and reporting impacts to service levels
  • Process agent exceptions on tools as per guidelines laid down
  • Create pre-defined reports & ad-hoc reports as per need
  • Communicate effectively with Client, Process management & WFM Team on issues relating to WFM
  • Skill Set Requirement :

    Good analytical skills & attention to detail

  • Should be capable of handling lots of data in an efficient and effective manner.
  • In-depth understanding of the various call center metrics and their relationship with each other
  • Good knowledge of WFM tools Amazon Connect, Verint, Chat monitoring tools (Ex, Live Person etc) Avaya CMS & RTA / Intra-day WFM tools (like Verint / IEX / Aspect eWFM, RTA, Avaya CMS etc.)
  • Should be extremely proficient with Excel
  • Should have excellent client handling skills
  • Experience & Background :

  • Experience of 1-2 years of working as a Real time analyst for an Inbound Process
  • Should have taken calls / chats in a Call center for 1-2 years
  • Knowledge of a WFM tools like Verint / Amazon Connect, Live Person etc. Similar / equivalent tools - IEX / Aspect eWFM, RTA, Avaya CMS etc.
  • Basic use of Excel and reporting skills
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