Mentor Team Members and guide them to achieve RTM efficiency.
Analyze the day to day process health and report deviations to F&S for immediate action.
Seat Utilization.
Prepare daily/weekly/monthly reports and dashboards.
Analyze the reports and inform stakeholders about corrective actions.
Clarify key metrics like SL/Abandon/AHT/ASA/Occupancy/Utilization to Ops/Team members as and when required.
Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting.
Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources.
Work with training and operations to coordinate multi-skill training for existing agents.
Oversee short-term workload forecasting.
Oversee proactive scheduling of discretionary activities such as training, meetings & Overtime.
Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements.
Responsible for maximizing efficiency and occupancy while meeting service objectives.
Oversee analysis and reporting of employee performance including schedule adherence.
Recognizes and recommends operational and support improvements.
Perform other duties and assignments as directed.
Desired Skills & Experience
Minimum 2 year experience on Avaya/Nortel/ Any other ACD on reporting.
Minimum 2 year experience on Erlang C, IEX, Blue Pumpkin, Aspect.
Knowledge of Advanced Excel/VB/Macro.
Understanding of BPO operations in terms Telecom/Sales/Tech Support.
