WFM Job in EClerx Services Ltd

Graduates only!

Should have min. 4 years of experience in Work Force Management and MIS.

- Sound understanding of Call centre WFM metrics and work experience in Chat processes in an added advantage

- Sense of ownership to complete the task satisfactorily

- Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc.

- Keep a track of all technicians with regards to the jobs assigned to them

- Prepare Agent schedules and Daily adherence plans

- Prepare various Ops production reports

- Perform RTM role independently

- Manage Breaks and Resource availability on floor

- Audit work orders for accuracy and make corrections if required

- Check for signal levels on all equipment and certify jobs as completed

- Coordinate with DOJ/DOI team in case of any issues with regards to provisioning or adding equipment

- Fill up the complete report and share with the APM/PM daily

- Collate and share information for all appointments that are cancelled

Minimum Qualifications

- Any Graduate/Undergraduate with the minimum of 6 months of experience can apply for this post except for B.E, B.Tech, M.E, M.tech, MSc. B.Pharm and MBBS candidates who are not eligible