Team Leader- WFM RTA//International BPO

2 weeks ago

Palakkad, India Hiresquad Resources Full time

MNC in GurgaonHiring for Team Leader WFM RTAIC RoleCTC UPTO 8 LPA based on Experience & Last CTCRequire 3+ Years Experience in WFM RTARequire Excellent Communication SkillsShifts 24*7 Intraday real time monitoring of service levels for all queues at all sites 24/7/365 Real time monitoring of associates performance from all teams at all sites Real Time updates on Service Levels, Contact data, and other KPIs Drive real-time impacts to staffing for both internal and outsourced teams vs.requirements metric goals Communicate and call out changes to incoming contact patterns to operations and thebroader WFM team Have a real time communication with the WFM team and operations when call outs orchanges need to be done (Agent States, queue conditions, weather) Support changes within routing profiles to move associates as needed Update and send reports related to the performance of each site including but notlimited to shrinkage, occupancy, other KPIs. Build and maintain strong relationships with key stakeholders from all sites to ensureshared objectives are met Review and process VTO/PTO/OT/Non-Prod time requests in real-timeKey Skills and knowledge : Proficiency in written and verbal communication – English (minimum B2 level) Experience in Workforce Scheduling tools. (Admin, setup, use, updates, edits, reportingfrom RTA perspective) would be added advantage. Avaya ACD and other ACD platforms to support a multi-channel Environment –(Voice/Chat/Email/SMS) 3+ years’ Workforce Experience (RTA or greater). Basic knowledge of the call centre industry. Basic understanding of the financial impact of all decisions made within the CommandCenter (i.e.; system downtime; overtime; home early; utilization; percent answered;etc.). Knowledge of ACD and Call Center Workforce applications - preferred. Strong oral and written communication skills.Qualification : Graduate / Diploma/10+2Interested candidates can mail their cv at simmi@hiresquad.in

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