Urgent hirings for Assistant Manager-WFM

Role & responsibilities

Analyse Strong Analytical skills

Should be able to handle & achieve the departmental requirements

Knowledge of VBA, MS Access, SQL (preferable)

Maintain data integrity

Knowledge (What the person must know): Understanding of operational process, logical thinking, reporting and analysis

Should be open to change, Multi-tasking skills

Team management

Own the MIS delivery for the account with respect to all aspects of WFM Planning, Scheduling, Forecasting, Real Time Management

Accurate and Timely reporting

Client Management Internal and External

Ability to work on data and generate various types dashboards, reports/ad-hoc reports

Meeting client requirements within TAT and with accuracy

Ability to handle high level data analysis and data

Ensure All SLAs related to business in terms of MIS like Service Level, Aht % etc are met consistently

Should be able to ensure that monthly volumes are handled effectively without any negative impact on the revenue

Should look at revenue enhancement opportunities within the Business

Should contribute to the business by proactively providing solutions to pre-empt possible situations which impact performance/ Revenue.

Preferred candidate profile

Should be good in verbal and written communication

Should have basic knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting.

Should have exposure to Aspect/IEX/BP standard WFM tools

Should be sound in his knowledge of Avaya CMS

Good communication skills (Role requires interaction with Sr. Leadership and customers)

Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports

Should be able to think on the feet to make decisions related to steps which would impact

business

Minimum 1 year in Team Handling

BPO Exp is mandatory