Job Description

Job Purpose

 

To manage all planning, scheduling & real-time, dialler & access management, along with invoicing processes in support of operations to achieve the business objective (primarily achieving business service level & account profitability) and maximizing efficiency and occupancy. To ensure strategic goals are met through, collaborative planning, effective communication, while ensuring forecast alignment with strategic goals.

 

Primary Responsibilities

 

  • Manage end to end planning & scenario building for managing account profitability
  • Manage operations from scheduling & real time perspective
    • Service Level management
    • Shrinkage & schedule adherence
    • AHT
    • Outage Management
  • Collaboratively work with client planning team to review & provide views on forecasting accuracy
  • To manage the outcome & efforts on the outliers
  • Review weekly intraday & rosters
  • Review KPIs and Service Level projections for the coming week
  • Ensuring all necessary & relevant efficiency parameters are within target
  • Liaise with multiple stakeholders / departments within CC for effective delivery of all efficiency parameters
  • Working extensively on improving efficiencies for the CC
  • Manage ad-hoc requirements from Ops & any other functions
  • Discuss & review daily / weekly / monthly / quarterly performances with stakeholders
  • People engagement & performance enhancement – Manage multiple teams & team performances

 

Knowledge, skills & competencies required

 

Functional Skills and Competencies:

  • Functional knowledge of various workforce management tools
  • Overall Understanding of the Workforce Management, along with operational management
  • Understands and know the purpose of the role and how it links to the other roles
  • Good knowledge of MS Office
  • Understands and has knowledge of key Contact Centre metrics such as shrinkage, AHT, Occupancy, schedule adherence, etc…
  • Analyse situations, identifies the gaps quickly and take necessary steps to avoid impact on Service Levels
  • Ability to make / take decisions (could be unpopular / difficult) impacting strategic outcomes appropriately and effectively
  • Consistently demonstrates organization orientation and detail orientation – Plans and organizes large-scale and long-term projects and strategies that lead to desired outcomes

Customer Focus (Core)

 

  • Consistently places a high value on customers (internal and external) and all issues and factors that relate to customer experience/ stakeholder expectations and needs
  • Has the ability to have difficult conversations with stakeholders constructively
  • Considers the customer at the forefront of all decisions that are being made and ensures that value is being delivered to them

 

Communication Skills

 

  • Ensures delivery of all promises and commitments made to the customers / stakeholders
  • Influences stakeholders and team members alike by creating positive relationships with them in order to achieve company goals
  • Ability to translate and summarize analytical data findings into actionable recommendations

Interpersonal Skills and Teamwork

 

  • To be able to communicate effectively, both verbally and in writing, with India & UK stakeholders & across levels
  • Ensures that full support is rendered to all team members in conducting their day-to-day affairs and all team decisions are supported irrespective of personal agenda

Experience

 

  • Minimum 12~15 years’ experience in Contact Centre Industry
  • Minimum of 6~8 years’ experience in Workforce Management

Salary

20,00,000 - 22,00,000 INR

Yearly based

Location

Konkan, Maharashtra, India

Job Overview
Job Posted:
1 day ago
Job Expire:
3w 11h
Job Type
Full Time
Job Role
Manager
Education
Bachelor Degree
Experience
11 to 15 Years
Total Vacancies
1

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Location

Konkan,Maharashtra,,India