Manager WFM

WFM Role:

- Interaction with Techs in the field to provide them with real-time support

- Checking status of services on account in diagnostic tools

- Good Knowledge of agent scheduling and on floor staffing activity planning

- Should be able to coordinate with operations Managers and Leads

- Communicate effectively and close looping with the client in case of observations

- Updating status in internal as well as client tools

- Meet process expectations with high-quality standards and adherence to SLAs

- Candidate shall adhere to the information security requirements

-Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc.

- Keep a track of all technicians with regards to the jobs assigned to them

- Prepare Agent schedules and Daily adherence plans

- Prepare various Ops production reports

- Perform RTM role independently

- Manage Breaks and Resource availability on floor

- Audit work orders for accuracy and make corrections if required

Minimum Qualification :

Any Graduate with the minimum of 6 years of experience in leading WFM Team BPO.