Workforce Management (WFM)

Job Description

Job Description: Conducting Real Time Monitoring for Call Center agents via Telephony and reporting results Providers schedule planning Work allocation for call centre team and ensuring the leads are loaded timely Capacity Management and Forecasting Process departmental reports as per the frequency Maintain internal teams trackers to gauge progress on deliverables Provide end to end support to internal as well as external customers Monitoring the Teams/Internal Chat groups for queries throughout the day and timely addressing it Maintain high quality standards in delivery of work at all times Performing review/audits on critical deliverables requiring a second level check Coordination and follow up with other departments for deliverables, exhibit outstanding team player skills Active contribution to the adherence of departmental/organizational SLAs with clients Achieve individual and teams KPIs benchmarks. Skills and Competencies: Good communication skills, verbal and written. Should be able to seamlessly communicate with our onshore team Moderate to Expert proficiency in Microsoft Office especially MS Excel Knowledge of MS Outlook and moderate to expert proficiency in email exchanges.