Support the Real Time Performance of the Call Center and Incident Management.
Identify, Monitor and report the components used to track daily performance.
Manage in a timely fashion the daily exceptions in terms of rosters to ensure efficient staffing.
Monitors the over time (OT) solicitation with a minimum variance between required and actual
Prepares and maintains daily, weekly and monthly reports on shrinkages , OT and Adherence
Adhere and implement the compliance to the processes for identification of schedule exceptions including minimum length, approval process, submission to WFM team, data entry responsibilities, and tracking.
Follow the protocols of communications strategies when amendments are required.
Put into action the strategies for both overstaffing and understaffing.
Managing and optimizing off-phone time.
Prepare the root cause analysis when service goals are missed.
In time of crisis management act as single point of contact for incident management – check call drivers , co-ordinate with different support teams and establish conference bridge and update stake holders and customers timely and effectively.
Send SMS notification on all planned and unplanned outages / ON Diversion
BPL Coverage during game times.
Require 24 * 7 Support (365 days) – with rotating shift schedule.
Knowledge on WFM tools such as I360, CMS and IVR etc will be an added advantage.
The Ideal Candidate
2 year work Experience in Call center function Effective leader who drives challenges with passion
Proficient with MS Excel, PowerPoint, MS Word etc, AVAYA CMS and Workforce Management tool, ITIL and Incident Management skills
Good team player with excellent people management and inter-personnel skills
Self-driven individual with a positive attitude.
Strong communication skills, ability to work with minimum supervision
Willing to work under pressure and able to communicate and manage both lateral and higher level.
Willing to work rotating shift including Sat/ Sun/ PH depending on operational needs.
