WFM Lead

3 weeks ago

Chennai, India Movate Technologies Full time

We are hiring for Intraday RTA in Movate - Formerly CSS Corp pvt ltd.

Note:

Candidates must have 2 years of experiences in RTA

willing to work in night shifts.

Required for Immediate joiner's

Role & responsibilities

  • Ensure staffing commitments are met on a real time / interval level basis and establish controls to maintain service level goals
  • Responsible for monitoring real-time activity and providing recommendations in order to optimize daily Staffing / Service
  • Responsible for monitoring real-time activity and providing recommendations in order to optimize daily Staffing / Service
  • Respond to client requests on staffing and service related queries accurately and in a timely manner
  • Respond to client requests on staffing and service related queries accurately and in a timely manner

Preferred candidate profile

  • Monitor CMS for SLA - SL%, Abandoned %, Wait time & IMC as applicable to Project to check deviation from required
  • Compare staffing, AHT & forecast for planned versus actuals - CMS versus IEX, EWFM, Excel
  • Report interval update with accuracy and within the stipulated TAT
  • Compare real time CMS with Schedule data from Excel, IEX or EWFM
  • Report out requirements to Operations for real time staffing needs
  • All Reports should be sent with accuracy and within TAT
  • All Reports should have the stakeholders copied (internal & external) as deemed necessary for the Project
  • Client responses should be specific and should be reported within the stipulated TAT and with accuracy
  • Adhere to all organization processes and policies

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