Executive WFM

18 hours ago

Bengaluru, Karnataka, India Omega Healthcare Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Dear Applicants,

We are hiring for WFM RTA Executive for Bangalore location work from office.

Preferred someone can join in a week.

Fresher's and non-relevant applicant experience kindly ignore

Job description

  • RTA is responsible for managing and ensuring that the service level agreements for various programs are met. Main Responsibilities: Manage the call volume, daily attendance and program break schedules to ensure the correct number of agents at the right time. Assist with creation if metrics and targets for services

Responsibilities and scope of work

  • Collect information for RTM
  • Collect relevant program information about KPIs/ Productivity (Expectations)
  • Collect information about What if Scenarios/Alert mechanisms/Escalation
  • guideline for the account
  • Queue management ( within the interval)
  • Manage skills
  • Situation management, BCP situations: Down me, System issues , etc.
  • •Routing issues (Sitel/client side)
  • •Volume allocation (Load balancing Sitel/client side)
  • Intraday management ( throughout the day)
    •
  • Planned to delivery governance (Service KP Is, Handling capacity, Shrinkage, Handle time, Line adherence)
    •
  • Send Staffing Outlook for present day +1 day at the start of shi to share projected plan
    •
  • Midday reforecast to share plan vs actual delivery and revised O/U (Over
  • /Understaffing) based on trends and run rate
  • Schedule Adherence (Agent level)
  • Update shrinkage segments in WFM systems
    •
  • Flagging agents out of adherence via Chat rooms/ extensions/radiosPhone/Email
  • Reporting
  • • Shrinkage reports
  • Skill/Account level Interval report
  • Agent level report
  • RCA (RootCauseAnalysis) report
  • Schedule adherence reports
  • Feedback to Capacity Planning & scheduling
  • Evaluate adherence and take immediate action to improve performance.
  • Facilitates real-time discussions with necessary stakeholders.
  • Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports
  • administers volume contingency action plans as deemed necessary and appropriate.
  • assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
  • Assist with creation if metrics and targets for services
  • Work closely with the operations team to analyze and help improve their delivery processes
  • Generate ideas for process and service improvement planning
  • Use trends and reports to forecast requirements
  • Assist with projects and other duties as requested or assigned

Basic Qualifications

  • At least college degree, any field
  • Previous international call center experience required
  • Attention to detail and high level of accuracy
  • Knowledge and experience in queue management, forecasting and scheduling is advance
  • Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
  • With working experience creating MS excel reports and templates
  • Strong organizational skills and with good analytical skills
  • Able to communicate professionally - oral and written
  • Organized with the ability to quickly and effectively adapt to change
  • Excellent attendance record

Interested applicants can mail your resume to or contact @ Timing 12.00 Pm to 4 PM )

  • Program Manager- Wfm, Sands,aws Support Engineering

    5 days ago

    Bengaluru, Karnataka, India Amazon Full time

    DESCRIPTIONAWS Sales Marketing and Global Services SMGS is responsible for driving revenue adoption and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector AWS Trust Safety T S is a global team that helps protect against abusive use of AWS services while simultaneously...

  • Program Manager, Wf Products

    3 weeks ago

    Bengaluru, Karnataka, India Amazon Full time

    Amazon com strives to be Earth s most customer-centric company where people can find and discover virtually anything they want to buy online By giving customers more of what they want - low prices vast selection and convenience - Amazon com continues to grow and evolve as a world-class e-commerce platform The PSAS team acts as the primary interface...

  • Technical Team Lead

    3 days ago

    Bengaluru, Karnataka, India beBeeTechnicalLeader Full time ₹ 25,00,000 - ₹ 30,00,000

    Job Title : Technical Team Lead. Location : Bangalore (On-Site). Job Type : Full time. Working Hours : 09:30 AM to 6:30 PM IST (MonFri). 5 Days working only(Day Shift).Job Description : We are seeking a technical expert to lead our IT operations workforce planning, forecasting, and resource alignment efforts. This role is ideal for professionals with deep...

  • Technical Delivery Manager

    4 weeks ago

    Bengaluru, Karnataka, India Collabera Full time

    Job Title: Tech Delivery Manager / Workforce Strategy & Planning ManagerLocation: Bangalore (On-Site)Job Type: Full timeWorking Hours: 09:30 AM to 6:30 PM IST (Mon- Fri)5 Days working only. (Day Shift)Designation: Tech Delivery Manager / Workforce Strategy & Planning ManagerLocation: BengaluruJob Description:We are seeking a Workforce Strategy & Planning...

  • Tech Delivery Manager

    2 weeks ago

    Bengaluru, Karnataka, India Collabera Full time

    Designation: Tech Delivery Manager / Workforce Strategy & Planning Manager Location: Bengaluru Shift: 9:30 AM - 6:30 PM Job Description: We are seeking a Workforce Strategy & Planning Manager to lead our IT operations workforce planning, forecasting, and resource alignment efforts. This role is ideal for professionals with deep expertise in Workforce...

  • Technical Delivery Manager

    4 weeks ago

    Bengaluru, Karnataka, India Collabera Full time

    Job Title: Tech Delivery Manager / Workforce Strategy & Planning ManagerLocation: Bangalore (On-Site)Job Type: Full timeWorking Hours: 09:30 AM to 6:30 PM IST (Mon- Fri)5 Days working only. (Day Shift)Designation: Tech Delivery Manager / Workforce Strategy & Planning ManagerLocation: BengaluruJob Description:We are seeking a Workforce Strategy & Planning...

  • Technical Delivery Manager

    2 weeks ago

    Bengaluru, Karnataka, India Collabera Full time

    Job Title: Tech Delivery Manager / Workforce Strategy & Planning Manager Location: Bangalore (On-Site) Job Type: Full time Working Hours: 09:30 AM to 6:30 PM IST (Mon- Fri) 5 Days working only. (Day Shift) Designation: Tech Delivery Manager / Workforce Strategy & Planning Manager Location: Bengaluru Job Description: We are seeking a Workforce...

  • Only 24h Left Functional Tester

    2 days ago

    Bengaluru, Karnataka, India Birlasoft Limited Full time

    Job Description- 5-8 years of Relevant work experience- Functional testing of system configuration includes but is not limited to pay rules, absences and security per cast population group.- Write and update test scripts based on business requirements- Follow and execute test scripts & document testing results- Document defects per direction of project team-...

  • Technical Delivery Manager

    1 day ago

    Bengaluru, Karnataka, India Collabera Full time US$ 90,000 - US$ 1,20,000 per year

    Job Title:Tech Delivery Manager / Workforce Strategy & Planning ManagerLocation: Bangalore(On-Site)Job Type:Full timeWorking Hours:09:30 AM to 6:30 PM IST(Mon- Fri)5 Days working only.(Day Shift)Designation:Tech Delivery Manager / Workforce Strategy & Planning ManagerLocation:BengaluruJob Description:We are seeking aWorkforce Strategy & Planning Managerto...

  • Technical Delivery Manager

    3 days ago

    Bengaluru, Karnataka, India Collabera Full time

    Job Title : Tech Delivery Manager / Workforce Strategy & Planning Manager. Location : Bangalore (On-Site). Job Type : Full time. Working Hours : 09:30 AM to 6:30 PM IST (MonFri). 5 Days working only(Day Shift).Job Description : We are seeking a Workforce Strategy & Planning Manager to lead our IT operations workforce planning, forecasting, and resource...