Senior Executive WFM
Gratitude IncSenior Executive WFM
Job Description
Key Skills
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CAMPAIGN: Banking & Financial Services
QUALIFICATIONS:
• Scheduling/RTA required skills:
• Real Time Queue Management of multiple skills from different LOBs and channels such as phone and chat. This includes the following:
• Monitoring agents’ schedule adherence, actual activities such as long talk time, long hold time and ACW, as well as the proper Aux States.
• Monitors the running performance such as ASA/Service Level and Occupancy.
• Manage multiple skilling/cross-skilling as required to balance WF metrics set by the Client.
• Analytical skills
• Performance Management – monitoring of intra-day performance activities of all LOBs based on the WF metrics set by the Client.
• Re-forecasting IDP based on running performance for the day.
• Break schedule optimization.
• Provides Overtime and VTO/Pull out recommendations based on the running performance.
• Good communication skills (Oral and written)
JOB DESCRIPTION:
•Manage the call volume, daily attendance, and program break schedules.
• Assist with creation if metrics and targets for services.
• Work closely with the operations team to analyze and help improve their delivery processes.
• Generate ideas for process and service improvement planning.
• Produce daily, biweekly, and monthly internal reports.
• Use trends and reports to forecast requirements.
• Assist with projects and other duties as requested or assigned.
• Contributes to the decision making based on experience to ensure success.
Role
Account & Financial Services
Timings
Day Shift (Permanent)
Industry
Banking / Financial Services / Broking
Work Mode
Work from office
Functional Area
Banking / Financial Services
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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