Team Lead

3 days ago


Delhi NCR New Delhi Noida, India Manning Consulting Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Key Responsibilities:

  • Develop and maintain capacity plans and volume forecasts across multiple business units.
  • Create, monitor, and adjust agent schedules in IEX or equivalent WFM platforms.
  • Analyze real-time performance and make necessary staffing adjustments to meet SLAs.
  • Generate and interpret reports using Excel, Avaya CMS, and Aspect tools.
  • Utilize Verint for call recording, quality monitoring, and performance insights.
  • Collaborate with Operations, HR, and Training teams to ensure accurate headcount and staffing alignment.
  • Recommend process improvements and automation opportunities in WFM processes

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