Manager WFM

3 weeks ago

Chandigarh, Chandigarh, India Eclerx Full time
Job Description

WFM Role:

- Interaction with Techs in the field to provide them with real-time support

- Checking status of services on account in diagnostic tools

-Good Knowledge of agent scheduling and on floor staffing activity planning

-Should be able to coordinate with operations Managers and Leads

-Communicate effectively and close looping with the client in case of observations

-Updating status in internal as well as client tools

- Meet process expectations with high-quality standards and adherence to SLAs

- Candidate shall adhere to the information security requirements

-Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc.

-Keep a track of all technicians with regards to the jobs assigned to them

- Prepare Agent schedules and Daily adherence plans

- Prepare various Ops production reports

-Perform RTM role independently

-Manage Breaks and Resource availability on floor

- Audit work orders for accuracy and make corrections if required

Minimum Qualification :

Any Graduate with the minimum of 6 years of experience in leading WFM Team BPO.

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