MNC in Gurgaon
Hiring for WFM RTA// WFM Scheduler
CTC UPTO 8.5LPA based on Last CTC
Require 2+ Years Experience in WFM RTA
Require Excellent Communication Skills
Two Way Cabs
Mail your cv at [Confidential Information] or call at 8467054123
Role and Key Responsibilities
- Intraday real time monitoring of service levels for all queues for all the sites throughout the operating window (24/7/365)
- Real time monitoring of associates performance from all teams at all sites
- Managing Real Time updates on Service Levels, Contact data and other KPIs
- Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals
- Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
- Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)
- Support changes within routing profiles to move associates as needed
- Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage
- Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
- Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders
- Review and process VTO/PTO/OT/Non-Prod time requests in real-time
- Provide assistance to the other WFM teams as needed.
Key Skills & Knowledge
- MS Excel Knowledge is required. Knowledge of IEX, Avaya and other Workforce Scheduling tools (Admin, setup, use, updated, edits, reporting) will be considered as an added advantage
- Graduate with 2+ years contact centre experience and Good Communication Skill
- MS Office PowerPoint, Word, Access, outlook, etc.
- InContact/Oracle ACD and other ACD platforms to support multi-channel Environment (Voice/Chat/Email/SMS)
- 1+ years Workforce Experience (RTA or greater)
- Basic knowledge of the call center industry.
- Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
- Knowledge of ACD and Call Center Workforce applications - preferred.
- Strong oral and written communication skills.
- Proficient in Microsoft Office.
- Ability to multi-task, prioritize, and meet timelines of deliverables.
- Self-starter, sense of urgency, and works well under pressure.
- High attention to detail, sense of professionalism and ability to develop relationships
Educational qualification: Graduate in any discipline
Interested candidates can mail their cv at [HIDDEN TEXT] or call at 8467054123
