Workforce Manager

1 day ago


India Tata Consultancy Services Full time

Mega Walk-In at TCS Kolkata Hiring for Customer Service - Workforce Manager on 13 December 2024 (Friday).

Job Summary:

Role : Customer Service - Workforce Manager

Experience: 4 to 8 years

Job Location: Kolkata

Venue: TATA CONSULTANCY SERVICES Gitanjali Park, Street Number 368, Action Area 2F, New Town, West Bengal, 700135

Timing: 9:30 AM -11:30 AM

Eligibility:

- Minimum 15 years of regular, full-time education (10 + 2 + 3 Bachelors/Graduates)

- All candidates should be comfortable with Rotational Shift / Split or Rotational Week-off / 5 Days Work From Office

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Customer Service - Workforce Manager:

Job Description:

Will execute capacity ramp up and ramp down across all LOB’s

Drive productivity and cost efficiency by systematically challenging operations teams across multiple geographies.

Should possess a strong analytical background that enables him/her to analyze and standardize workflow activities across his/her team.

Will experience a wide range of problem-solving situations, ranging from short term to strategic to decisions requiring use of data collection and analysis.

Should have a track record of successful relationship management, with experience generating and managing plans, reports, and analyses.

Mitigate capacity risks by identifying dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track expectations.

Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.

Person Specification:

Competencies/Skills:

Excellent knowledge of Excels & Macro

Understanding of latest industry wide known WFM practices for both Voice/Non Voice & BO operations

Good communication, interpersonal skills

Multi Tasking

Qualifications:

Essential:

Graduation in any stream

Desirable:

Prior 24 - 48 months experience of Customer Service & Operations Management in ANZ Utilities & Voice / Blended Operations

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Mandatory Requirements (How to generate your EP ID):

EP ID is mandatory for eligibility of the interview. Follow the below steps to register and mention the EP ID on your resume.

· Step 1: Visit

· Step 2: Click to login.

· Step 3: Click New user (Register with us).

· Step 4: Select "BPO" in areas of interest and complete the registration (Fill the details).

· Step 5: Once completed, your EP ID would be generated which starts from EP2024CNXXXX.

· Step 6: You will receive the EP ID on your personal e-mail ID.

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About TCS:

A global IT and business solutions leader, TCS has an employee strength of 614K with offices in 55 countries, a footprint on 6 continents and a revenue of USD 27.9 billion (2022-23). TCS offers services across varied domains such as Aerospace | BFS | Insurance & Healthcare | Life Sciences | Manufacturing | Energy & Resource Utilities | Government | Hi Tech | Media & Information Services | Telecom | Travel & Transportation and Hospitality | Retail & CPG and Horizontals such as F&A, SCM, CIM and HRO.

TCS is one of the country's largest equal opportunity employers with more than one-lakh female associates and is a continuously ranked a leader in the 'India's Most Respected Companies' survey



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