Workforce Management (WFM)

Job Description:

• Conducting Real Time Monitoring for Call Center agents via Telephony and reporting results
• Providers schedule planning
• Work allocation for call centre team and ensuring the leads are loaded timely
• Capacity Management and Forecasting
• Process departmental reports as per the frequency
• Maintain internal teams trackers to gauge progress on deliverables
• Provide end to end support to internal as well as external customers
• Monitoring the Teams/Internal Chat groups for queries throughout the day and timely addressing it
• Maintain high quality standards in delivery of work at all times
• Performing review/audits on critical deliverables requiring a second level check
• Coordination and follow up with other departments for deliverables, exhibit outstanding team player skills
• Active contribution to the adherence of departmental/organizational SLAs with clients
• Achieve individual and teams KPIs benchmarks.

Skills and Competencies:

• Good communication skills, verbal and written. Should be able to seamlessly communicate with our onshore team
• Moderate to Expert proficiency in Microsoft Office especially MS Excel
• Knowledge of MS Outlook and moderate to expert proficiency in email exchanges.