Assistant Manager

1 day ago

Gandhinagar, Gujarat, India Advantmed Full time ₹ 6,00,000 - ₹ 18,00,000 per year

Designation
: Assistant Manager

Department

:
Record Retrieval - WFM

Location
: Gandhinagar

Shift
:
2 PM to 11.30 PM IST

Duties and Job Responsibilities:

  • Manage Workforce Management Department independently with help of WFM Lead and WFM Executives
  • Manage queue prioritisation and allocation for onshore contact center with 200+ agents
  • Manage multiple campaigns and priorities to cater business needs
  • Monitor and manage both inbound & outbound SLAs in collaboration with contact center
  • Assist contact center with required reporting, BIs & Realtime Monitoring of remote agents
  • Prepare forecasting and weekly projections to calculate staffing needs to ensure smooth operations
  • Keep continues improvement as ongoing initiative
  • Manage team and processes with full accountability to ensure all SLAs are met
  • Successfully deliver adhoc assignments and mini/internal projects with outcome

Competencies Required:

  • Excellent Communication and presentation skills

  • Should be logical and analytical - Should be able to manage multiple LOBs and stake holders

  • Problem solving

  • Good with MS tools

  • Good with Data and BIs, Should be able to present case studies in front of leadership

    • Should have 4-5 years of Leadership experience in international process - "Workforce Management"

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