Understanding of call center terminologies & procedures.
Knowledge of WFM tools like Avaya CMS, Incontact, and Blue Pumpkin & Dialer Management.
Ability to work on Real time Monitoring Role.
Familiar with WFM terms like AHT, ASA, SLA, Utilization etc.
Ensure the SLA targets and Incentives are tracked down accurately.
Responsible for Forecasting, Staffing and Scheduling Accuracy for the process.
Reviews staffing and schedule effectiveness; Analyzes productivity.
Ensure preparation of weekly/bi-weekly schedules for the process
Ensure collaborative functioning of the MIS/WFM department with the Operations & Top Management to enable timely assistance whenever required.
Effective communicator and excellent client management skills.
Analyze past volumes, interval arrival patterns and staffing patterns and provide monthly and other long-range forecasts consisting of required staffing levels to ensure service goals are met.
Analyze and report based on historical data/trends for optimal staffing forecasts. Schedule weekly/monthly staffing review with the stakeholders with details of staffing (Future/Current & historic)
Strong analytical abilities to collect and interpret data to arrive at optimum staffing solution.
Candidates should be flexible towards shifts.
Omniglobe International is headquartered in Maryland, USA, and was founded by veterans of the IT industry. The founders of Omniglobe International have built successful ventures in the past with a proven track record, in both the public and private domain. Since its inception, Omniglobe International has experienced phenomenal growth between the United States and its subsidiaries in India.
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