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Team lead(MIS

1 month ago

Kolkata West Bengal India, West Bengal People Prime Worldwide Full time

Role: Team lead(MIS & WFM)Location: KolkataExperience: 3+ Years (Mandatory: Claims Processing Experience)Client: WiproShift: US Shifts (6pm to 3am)Notice period : Immediate or 30 daysAre you a master of efficiency, client communication, and real-time operations? Do you thrive on optimizing resources to crush SLAs? We are looking for an experienced Non-Voice Operations Manager / WFM Specialist to lead the inventory management and capacity planning for our crucial non-voice (email) client accounts. If you have mandatory experience in Claims Processing and a passion for process excellence, we want to hear from you The Role: Drive Operational ExcellenceThe primary purpose of this role is to ensure all incoming non-voice (email) queues are responded to and resolved within the Average Speed of Answer (ASA) and per contract. You will be the central point of control, bridging operations, clients, and internal support teams.Key Responsibilities1. Real-Time Inventory & Capacity ManagementInventory Control: Access client tools daily to pull, manually segregate (by skill, department, region), and assign queues to agents.Resource Planning: Conduct effective daily and monthly resource planning based on inventory numbers, skills, and client forecasts to maximize productivity.Skilling: Execute interval-based skilling exercises, optimize manpower through cross-training, and minimize resource leakages.2. Service Level Agreement (SLA) Compliance & ReportingMaintain a "green card" status by ensuring all SLA parameters, especially ASA, are consistently met.Prepare, modify, and share daily, weekly, and monthly dashboards with internal and external stakeholders (e.g., AHT Trackers, SLA/KPI reports).Ensure 0 staffing at logout and complete daily queue closure.3. Client and Stakeholder ManagementClient Interaction: Engage daily with the client on inventory volumes, lead daily workforce planning calls, and obtain approvals (e.g., for overtime, ASA waivers).Escalation Lead: Lead and manage escalations, early warning signs, and potential risks with the client and relevant stakeholders.Internal Liaison: Collaborate constantly with Central WFM, QA, Training, and Technical teams to ensure flawless fulfillment and resolution of issues (including BCP coordination).4. Team Leadership & Talent ManagementHire, onboard, and train adequate resources, focusing on building an internal talent pool.Set goals, conduct timely performance reviews, and drive engagement initiatives.✨ Core Skills & QualificationsExperience: 3+ Years in BPO Operations/Workforce Management (WFM) or a similar capacity planning/resource management role.Functional Expertise: Strong background in Non-Voice (Email/Chat) Queue Management, Real-Time Analyst (RTA) functions, and adherence to contract compliance.Technical Proficiency: Strong analytical skills with the ability to prepare comprehensive reports and dashboards; proficiency in WFM tools is highly desirable.Communication: Exceptional written and verbal communication, negotiation, and stakeholder management skills.Leadership: Proven ability to lead and manage team performance, drive adherence, and conduct effective cadence calls.Apply NowIf you are ready to take on a high-impact role that combines strategic planning with real-time execution, apply with your resume today#NonVoice #OperationsManager #WFM #WorkforceManagement #RealTimeAnalyst #ClaimsProcessing #BPOJobs #SLA #CapacityPlanning #ResourceManagement