Location - WFH only for Mumbai
Qualification - Any graduate
Experience - Minimum 1 yr exp as MIS/ RTA/ WFM in BPO on paper
Job Responsibilities -
- Manage intra-day service level, site efficiency/occupancy and agents to ensure adherence to schedule and compliance with established parameters during real time situations.
- Monitor established thresholds for schedule adherence, online states, off-phone events (break and pre-approved AUX modes), agent states that are not pre-approved and must be limited (ACW, long calls, Aux modes)
- Constant communication with Supervisors, Operations Managers and Support Center personnel.
- Communicate with operations management for prompt resolution of issues identified in duties above.
- Partnering with operations in recruitment of overtime/VTO to assist with managing intra-day staffing levels.
- Real time interaction with client for reciprocal communication imperative to maintain operations at peak performance.
- Generate inclusive alerts for any type of situations that could disturb Service Level or efficiency (i.e., technical issues causing idle time and/or a higher than forecasted increase in call volume, and excessive general use of Aux, ACW and/or agent population shrink)
- Reporting as required by client and internal leadership (i.e., switch and performance reporting, attendance and adherence reporting, documentation of outages and staffing impacts resulting from these, and any other ad-hoc reporting that may be required)
- Information exchange with client and all their vendors in a virtual call center environment
Salary - Upto 5.5LPA
Contact - [email protected]
