Lead-WFM

Ciel Hr
  • Kolkata
  • 10-15 lakh
  • 4-6 years
  • Views
  • 21 Apr 2017

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Ability to analyse and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
Knowledge of WFM tools (Nobel, IEX, blue pumpkin, etc)
Knowledge of volume & AHT reforecasting, along with impact on call centre KRAs.
Knowledge of call monitoring systems, skilling rules, intraday reports etc. & their implementation using WFM tools
Understanding of importance of intraday shrinkages / arrival pattern changes on the SLS.
Implement practices in alignment with hr policies to optimize SLS & cost
Understanding of impact of AUX, AHT, shrinkage, occupancy & utilization on average position staffed
Understanding of trend & seasonality & its impact on intraday SLS


Competencies/Skill sets for this job

Call Monitoring Hr Policies Seasonality Multiple Projects

Job Posted By

Busheera Khan
Senior Consultant

About Organisation

Ciel Hr