Opening For WFM Specialist with top MNC

7 days ago

Gurgaon, Haryana, India Whyflex Human Capital Solutions Full time ₹ 5,00,000 - ₹ 15,00,000 per year

Location: Gurgaon

Min Exp: 3+ Years

Availability: Immediate to 15 days

Roles and Responsibilities RTA

  • Monitor and manage service level agreements as per SOW of the process.
  • Conduct RCA (root cause analysis) for SLA deviations (Intraday and EOD) and share the insights with (Ops/WFM) leadership for review in timely manner.
  • Monitor Agent & Site level activities (real-time), schedules, Schedule adherence & shrinkage (in-Office and out of office).
  • Effectively manage and Optimize Non-Productive activities, associates break to ensure no impact on SLA.
  • Keep a track of exception Inputs shared by Operations to ensure they are accurately captured in reports and are kept handy for RCA (root cause analysis).
  • Effectively manage process, associate related outages/downtime, and report them to leadership via outage tracker.
  • Work with operations to create & drive the action plan to ensure the same instances (SLA impacting) are not repeated.
  • Create and share reports as per business requirements (hourly performance reports, EOD reports, attendance report, attrition report etc.) with "ZERO" errors.
  • Support ADHOC reports per business requirements.
  • Challenge the status quo and think out of the box to innovate & drive process improvement ideas/projects.
  • Callout/Highlight any anomalies to above and share it Ops/WFM leadership.
  • Effectively manage the stake holders.

Maintain Integrity and discipline, stay compliant to perform the role as per CTS policies.

Role & responsibilities

Preferred candidate profile

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