Sr. Associate WFM
3 weeks ago
Location : Pune
Experience : 2 Years Skills : Should be able to manage Queue and floor, Schedule Adherence and preparing APR reports
Job Description :• Analysis – Strong Analytical skills
• Should be able to handle & achieve the departmental requirements
• 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
• Ability to manage real time queues and skill changes
• Communication between Team Locations to effectively manage the staff
• Ensure is able to effectively manage floor discipline
• Ability to think on toes and take accurate decisions which will help in meeting the service goals
• Meet Real Time Adherence
• SLA – Service Level/Abandon Rate Targets met on a consistent Basis
• Real Time Reporting – Timeliness & Accuracy
• Client Management – Internal and External
• Ability to work on data and generate various types dashboards, reports/ad-hoc reports required on real time basis
• Ability to handle high level data analysis and data
Applicant's Specifications :
• Good knowledge of MS Excel & other MS Office Applications
• Should have good communication skill
• Should have good Knowledge of Avaya CMS
• Ability to think strategically and work in terms of business opportunity and growth
• Candidate should be ready to work in a 24*7 environment
• Ability to handle pressure and a natural go getter
• Knowledge of Scheduling should have understanding of basics in Scheduling
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