Wfm Lead

Role & responsibilities

• Should have over 3 years of WFM experience in a contact centre environment as an intraday analyst or at least 1 year of experience in a supervisory position in a WFM team.
• This is a client-facing role which requires the candidate to frequently interact with US-based clients and present WFM-related site-level performance.
• The position requires 100% in-office presence, and the work hours would be during India's night shifts.
• Effectively coordinating with all stakeholders in order to plan & deliver effective schedules for voice and non-voice business.
• Manages changes to scheduling to ensure adequate daily resource coverage.
• Maintain a business outage/downtime tracker. Monitor attendance and schedule adherence.
• Responsible for optimum utilization of Resources & improving staffing

Preferred candidate profile

• Should be comfortable with 24*7 shifts.
• Efficiency on a real-time basis.
• Good working experience with MS Excel and macros.
• Responsible for data collection, sorting & generating MIS.
• Creating reports which give a clear picture of hourly, daily and monthly agent-wise performance.
• Ensuring turnaround time & accuracy/quality. Should have knowledge of dashboards and automation.
• Cater to real-time ad-hoc requests as and when required.
• Ability to work independently with minimum supervision and lead junior team members in a team environment, occasionally under time pressure and on several tasks at the same time.
• Ability to work in a dynamic, fast-paced environment.
• Real-time Queue Monitoring and Management Intraday Analyst in Contact Center environment Creating reports which give a clear picture of hourly, daily and monthly performance.