Assistant Manager

4 weeks ago

Mumbai, Maharashtra, India Capita Full time

ROLES & RESPONSIBLITIES:

  • Drive operational performance & efficiency across customer operations
  • Review, analyse, and present on various elements of planning & performance
  • Prepare projections and schedules for all campaigns, ensuing advanced out deviations / Intraday plans are optimised and ready for handover for tactical planning initiatives.
  • Strong communication skills to other stakeholders in the business and client counterparts.
  • Strive to achieve service level goals, deploying course-direct actions where appropriate, and working to continuously highlight & minimise risk to ensure that Schedule Efficiency and productive hours are maximised across segments, including cross site resource requirements, and that this is achieved through a fair and open scheduling process for advisors.
  • Responsible for the accuracy of the data/information within WFM and planning systems or tools.
  • Main contact and business partner to operations, managing operational scheduling queries.

ADDITIONAL RESPONSIBLITIES:

  • Excellent Problem-solving skills
  • Excellent MS office application knowledge including Excel for creating and maintaining capacity plans, outlining recruitment, training and redeployments
  • The ability to promote the introduction of new ideas by continuous improvement initiatives
  • Broad working knowledge of WFM systems, tools, and processes. Experience of working with Aspect an advantage
  • Strong business acumen, the ability to relate WFM processes and objectives to broader business issues and vice versa.
  • Comfortable explaining variances to plans, root cause, and building back-to-green plans
  • Good decision-making capability, knows when to involve senior management in decision-making

Interested candidates please drop in your resume to sneha.das@capita.com along with your current CTC details.

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