Team Leader- WFM RTA//International BPO

22 hours ago

Gurugram Gurugram India Hiresquad Resources Full time

Job Description MNC in Gurgaon Hiring for Team Leader WFM RTA IC Role CTC UPTO 8 LPA based on Experience & Last CTC Require 3+ Years Experience in WFM RTA Require Excellent Communication Skills Shifts 24*7 Intraday real time monitoring of service levels for all queues at all sites 24/7/365 Real time monitoring of associates performance from all teams at all sites Real Time updates on Service Levels, Contact data, and other KPIs Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals Communicate and call out changes to incoming contact patterns to operations and the broader WFM team Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather) Support changes within routing profiles to move associates as needed Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs. Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met Review and process VTO/PTO/OT/Non-Prod time requests in real-time Key Skills and knowledge : Proficiency in written and verbal communication English (minimum B2 level) Experience in Workforce Scheduling tools. (Admin, setup, use, updates, edits, reporting from RTA perspective) would be added advantage. Avaya ACD and other ACD platforms to support a multi-channel Environment (Voice/Chat/Email/SMS) 3+ years Workforce Experience (RTA or greater). Basic knowledge of the call centre industry. Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.). Knowledge of ACD and Call Center Workforce applications - preferred. Strong oral and written communication skills. Qualification : Graduate / Diploma/10+2 Interested candidates can mail their cv at [Confidential Information]

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