Supervisor, WFM

• Manage a team of Real Time Analysts.

• Trigger alignment of schedules across partner / in-house sites with staffing requirements and operational metrics as and when required on intraday basis.

• Communicate with WFM Scheduling Manager on any items that can be incorporated in the near-term action plan and schedule improvement.

• Identify and analyze issues, complete post-mortem reports, and provide feedback.

• Communicate with Partner/Client POCs to address variances.

• First level of Escalation for Intraday issues.

• Design/Modify/Implement processes to increase RTA effectiveness.

Key Skills and knowledge:

• Experience in managing Real Time team for 3+ years with overall RTA exp of min 2+ years.

• Experience in managing multi-site and multivendor environment.

• Strong Communicator and decision maker

• Strong business acumen

• Should be a go-getter and a collaborator.

• Analytical and Problem-solving ability.

• Ability to simplify complex operations into repeatable processes.

• Hands-on experience in Telephony and WFM tools. (CMS Avaya / Genesys / Cisco / Aspect / Verint / IEX)

• High attention to detail and sense of professionalism and ability to develop relationships.

Education qualification: Graduation