Wfm

6 months ago

Delhi Delhi, India Triumph Ladders Pvt. Ltd. Full time

Department WFM

Job Position -Team leader or assistant manager Location-okhla

Experience-4 to 8 yrs

Role and Responsibilities 1. Manage call center and back office rosters, including volume forecasting using standard methods to ensure service level agreements (SLAs) are met. 2. Implement ID management standardization procedures to streamline operations and enhance security protocols. 3. Utilize various data points to identify and reduce agent productivity leakages, collaborating with operations teams to implement improvement strategies. 4. Demonstrate proficiency in advanced Excel, intermediate VBA, and advanced MS Access or Power Query to design, develop and automate reports and dashboards for operational insights. 5. Utilize SQL to manipulate and analyze data from various databases to integrate/automate existing reports. 6. Maintain and manage historical databases, ensuring data accuracy, integrity, and accessibility for reporting and analysis purposes. 7. Provide team leadership by managing performance, coordinating activities, and providing coaching and training to ensure team effectiveness and development.

Requirement

1. Minimum of 4 years of on-paper experience as a TL in WFM & MIS or currently functioning at the Assistant Manager level in a call center or back-office contact center, preferably in the travel domain. 2. Proficiency in volume forecasting and roster management to meet SLAs. 3. Experience in implementing ID & Queue management standardization procedures. 4. Strong analytical skills with the ability to identify and reduce agent productivity leakages. 5. Advanced proficiency in Excel, intermediate VBA, and advanced MS Access or Power Query for report and dashboard development. 6. Minimum 1 year of experience working with SQL for data manipulation and analysis. 7. Demonstrated ability to maintain and manage historical databases with a focus on data accuracy and integrity. 8. Experience in team handling, including performance management, coordination, coaching, and training. 9. Excellent communication and interpersonal skills with the ability to collaborate effectively with cross-functional teams.

Schedule:

- Day shift

Work Location: In person

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