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AM Workforce Management

2 months ago

uttar pradesh, India Tech Mahindra Full time
Job Description
Analysis – Strong Analytical skills
Should be able to handle & achieve the departmental requirements
Knowledge of VBA, MS Access, SQL (preferable)
Maintain data integrity
Knowledge (What the person must know): Understanding of operational process, logical thinking, reporting and analysis
Should be open to change, Multi-tasking skills
Team management
Own the MIS delivery for the account with respect to all aspects of WFM – Planning, Scheduling, Forecasting, Real Time Management
Accurate and Timely reporting
Client Management – Internal and External
Ability to work on data and generate various types dashboards, reports/ad-hoc reports
Meeting client requirements within TAT and with accuracy
Ability to handle high level data analysis and data
Ensure All SLA’s related to business in terms of MIS like Service Level, Abn % etc are met consistently
Should be able to ensure that monthly volumes are handled effectively without any negative impact on the revenue
Should look at revenue enhancement opportunities within the Business
Should contribute to the business by proactively providing solutions to pre-empt possible situations which impact performance/ Revenue
Skills
Scheduling
Forecasting
Planning
Applicant’s Specifications:
Should be good in verbal and written communication
Should have basic knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting.
Should have exposure to Aspect/IEX/BP standard WFM tools
Should be sound in his knowledge of Avaya CMS
Good communication skills (Role requires interaction with Sr. Leadership and customers)
Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports
Should be able to think on the feet to make decisions related to steps which would impact business
Experience
Overall experience of 4+ Years in the BPO Industry.
At least 2 year experience in Team Management
Skills
Scheduling
Forecasting
Planning