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Wfm Rta

3 weeks ago

Bellandur Bengaluru Karnataka, India Tikmi Technologies Pvt Ltd Full time

**Functional Responsibilities**:

- Lead morning call performance review and upcoming outlook to maximize customer service responsiveness, preparation, and communications.
- Provide real-time monitoring via tools (Aspect WFM, Avaya CMS ) and workforce management techniques
- Own the scheduling functionality of the Workforce Management system including all inputs and outputs to support operations.
- Review reporting and communications to ensure accuracy and clarity.
- Monitor and report on system scheduling functions, develop metrics to ensure system reliability and trust, determine corrective plans of action as required.
- Identifies opportunities for process improvement via automation within SQL database and or VBA macros in excel
- Optimize and implement ongoing training and onboarding processes for staff members.
- Design, build and maintain, databases and/or spreadsheets tracking key service statistics.
- Partner with operations teams to ensure critical functionality operates effectively.
- Operate the internal processes, scheduling templates, user profiles, rule sets, auto scheduler functions, to support efficient scheduling.
- Analyze and report on field scheduling metrics to provide holistic scheduling overview while supporting troubleshooting down to location level.
- Analyze and interpret staffing model results by isolating and analyze trends and assess business impacts.
- Meet with management to review staffing models and to make improvements on future forecasts.
- Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices.

**Skills required**:

- Proficient with Microsoft Office Suite.
- Strong leadership, time management, and critical thinking skills.
- Advanced understanding of statistics.
- Strong command of English language and good communication skills.

**Job Types**: Full-time, Permanent

**Salary**: ₹300,000.00 - ₹400,000.00 per year

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Rotational shift

**Experience**:

- RTA: 1 year (required)

Ability to Commute:

- Bellandur, Bengaluru, Karnataka (required)

Ability to Relocate:

- Bellandur, Bengaluru, Karnataka: Relocate before starting work (required)

Work Location: In person

**Speak with the employer**
+91 6363043485