WFM / RTA / Dialer Analyst

2 weeks ago

Kolkata, West Bengal, India Bello Vista Full time ₹ 2,00,000 - ₹ 4,00,000 per year

Urgently hiring WFM / RTA Specialist / Dialer Analyst

US Process / NIGHT SHIFT

WORK FROM OFFICE

Location : KOLKATA

WFM Associate General Job Responsibilities: The Workforce Specialist will be responsible for staffing, scheduling and reporting performance for the call center. This team is tasked with ensuring that business goals are met, while maintaining an environment where our entire company can balance business needs with their lives outside of work.Job Duties:

  • Create and monitor agent schedules.
  • Provide real-time scheduling and call flow support.
  • Monitor real-time volume and respond to spikes in list or call volumes in relation to staffing levels, average customer wait time, and call abandon percentages.
  • Respond to periods of low call volume in relation to high agent staffing using agreed upon measures such as interval exceptions or offline work
  • Provide scheduled reporting, including hourly, daily, weekly, and monthly reporting, to ensure that Operations Management has the information necessary to make the appropriate business decisions regarding staffing, training, etc.
  • Act as liaison between Call Center Operations and IT and outside vendors to call flow issues, call routing issues, reporting issues, and system issues in general according to the established escalation process.
  • Act as interface between Call Center staff and Dialer.
  • Monitor and maintain real-time adherence to ensure compliance with staffing capacities
  • Coordinate IT and Analysts to ensure business goals are met with respect to staffing and performance.
  • Load daily dialer list and ensure agreed upon dialer strategies are implemented.
  • Produce on-demand reports as needed and assigned by workforce management lead and/or supervisor.
  • Other duties as assigned
  • Well versed with MS Excel functionalities such as Pivot table, V-look up, etc
  • HIRING WFM / RTA, DIALER EXECUTIVES IN KOLKATA

THIS POSITION IS ONLY FOR PEOPLE BASED OUT OF KOLKATA OR WILLING TO MOVE TO KOLKATA ON IMMEDIATE BASIS.

FRESHERS DO NOT APPLY.

STUDENTS DO NOT APPLY.

ONLY PEOPLE WITH FOLLOWING JOB TITLES MAY APPLY:

WFM ASSOCIATE / RTA Associate

DIALER EXECUTIVE

OPERATIONS MANAGER

ANNUAL CTC ON OFFER: 2 LPA TO 4 LPA

CANDIDATES SHOULD BE WILLING TO WORK IN NIGHT SHIFT

CANDIDATES MUST POSSESS EXCELLENT ENGLISH COMMUNICATION SKILL

Experience of working on US debt collections process would be an advantage.

Interested candidates can Email CV

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