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23 Pretium Partners Jobs
Assistant Manager Work Force Management
5-8 years
Bangalore / Bengaluru
1 vacancy
Assistant Manager Work Force Management
Pretium Partners
posted 5d ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
Minimum 5 year of Call Centre Operations and minimum 2 years of Workforce Management experience
Minimum 2 years of experience leading a team in a fast-paced customer facing environment
Technical Know-how/Tools used.
MS Office
Experience of working on call center work force management tools like Harmony Contact Centre Management System etc. is desirable.
Experience of working on ticketing tools like Help scout is desirable
Job Requirement
Roles & Responsibilities
Operations Management
- Ensure the team is motivated and rightly equipped in terms of training and understanding of their roles.
- Setup right mechanisms to monitor and enhance the productivity of the WFM team.
- Build and maintain healthy working relationships with all frontline managers to collaborate.
- Scheduling for the WFM team to ensure minimum resolution TATs and maximum team availability.
- Groom and mentor, the team members for right behaviours and attitudes
- Maintains an awareness of the call center activities, processes, and procedures as well as call center best practices.
- May need to work on Weekends and Holidays
Stakeholder Management
- Communicate with front line leadership via chat, email, and phone for prompt resolution of issues identified in duties above.
- Communicate with senior leadership to update the performance and highlight any challenges along with the support required other requirements
- Experience working with US teams and understanding of US work culture is desirable
Behavioral Skills
- Effective communication skills (both verbal and written), and strong people skills.
- Ability to overcome challenges and failures to constantly move towards best outcomes.
- Ability to maintain trust and positive relationships with stakeholders.
- Ability to prioritize between competing priorities.
- Data oriented real-time decision-making ability
Key Result Areas
- Ensure maximum availability and efficiency of the WFM team.
- Control Attrition in the team
- Ensure adherence to resolution TATs for the issues/queries received.
- Ensure maximum adherence of the monitored teams to the schedules.
- Timely and accurately provide operational reports to the leadership
Employment Type: Full Time, Permanent
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What Pretium Partners employees are saying about work life
based on 14 employees
Strict timing
Monday to Friday
No travel
Day Shift
Pretium Partners Benefits
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