Subject Matter Expert

2 weeks ago

Hyderabad Telangana, India Pretty Child Full time

**Job Description - BPM GCC**
**Role: Subject Matter Expert/ Workforce Management**

**Roles and Responsibilities**

We are looking for a talented associate to join an elite team that will work with our vendors, internal team members to resolve complex issues.

In this role, you will manage tasks such as Incident management, Manage the call volume, Outage management, and reporting to optimize resources and enhance operational efficiency.

**What you'll do**:

- Responsible for managing and ensuring that the service level agreements for various business are met
- Facilitates real-time discussions with necessary stakeholders
- Work closely with the operations team to analyze and help improve their delivery processes
- Monitor real-time call volume and adjust staffing levels as necessary
- Prepare and distribute regular performance reports to management
- Lead in resolving elevated and complex service complaints
- Any Graduate / Post Graduate
- Preferred 2 year of experience; (1yr of International Voice process experience mandate)
- Excellent communication skills
- written and verbal.
- Exposure to 24/7 Rotational Shifts in an International BPO Voice process
- Comfortable with backend operations, as per business requirement
- Ability to work in a fast-paced and dynamic environment
- Ability to listen and actively problem solving skills
- Preferred exposure to tools like Avaya, AWS, Aspect etc.
- Desired exposure at managing multiple vendors & multiple sites
- High vigilance in Queue monitoring & highlighting observations based on SOP guidelines
- Hands on experience in generating Interval level Intraday reports
- Working knowledge of MS Excel

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

Pay: ₹300,000.00 - ₹500,000.00 per year

**Benefits**:

- Provident Fund

Schedule:

- Rotational shift
- US shift

**Experience**:

- Workforce management: 2 years (preferred)
- International voice process: 2 years (preferred)
- Performance management: 2 years (preferred)
- Problem management: 2 years (preferred)
- Call center: 2 years (preferred)

Work Location: In person

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