Manager Job in Netscribes
Job Summary
Manager
- Demonstrated skills and competencies in assessment, problem solving, practices / policy administration / interpretation.
- Flexibility to quickly shift priorities, multi-task and juggle simultaneous requirements in fast paced environment and manage all to completion.
- Process orientation, including strong organizational and prioritization skills.
- Demonstrated ability to work with Minimum Supervision to take initiative and follow-up on assigned projects, balanced by good teamwork skills.
- Good interpersonal skills, with the ability to work effectively with people at all levels of the organization.
- Good communication, facilitation, and interpersonal skills.
- Proficient with Microsoft Office products like Windows, Word, Excel, and PowerPoint required. Coach mentor Motivating team with excellent people touch
- Excellent analytical skills with ability to problem solving.
- Hand on experience on Scheduling on Excel (using Erlang or other models) for the Process/Processes to ensure forecasted service level (SL) for the day is met / maximized.
- In case line staffing is provided, ensuring that the staffing schedules meet the requirements satisfactorily. This can be a weekly, bi-weekly or a monthly activity.
- Ability to perform Capacity planning for the Process/Processes on a rolling 3 months basis to help generate a hiring plan for optimum staffing this could be at a weekly level as well Work closely with RTAs (Real Time Analysts) to provide WFM support.
- Proactive approach in recognizing emerging trends
- Perform root cause analysis on need basis suggest corrective action
- Staffing and Leave planning based on volume trends.
- Building Client relationship with effective communication
- Provide reports pertaining to Service Levels, staffing requirements and Forecast deviation.
- Must be Graduate
- 10+ Years of experience out of which 2 years experience in leading workforce management team in Outsourced contact center environment with multiple clients and regions
- Excellent analytical skills attention to detail
- Ability to lead calls with clients / other business function independently
- Should have excellent client handling skills
- Ability to handle pressure - Timelines and Customer Demands
- Self-motivated and execution oriented
- Team worker and should have people/peer management experience
- Should be capable of handling lots of data in an efficient and effective manner.
- LEAN/Six Sigma Trained, Tested Certified
- In-depth understanding of the various call center metrics and their impact on each other
- Excellent knowledge of Advanced Excel, Erlang models Avaya CMS
- Knowledge of Forecasting techniques would be an added advantage
- Leads by example with High Value and Integrity
Experience Required :
Minimum 2 Years
Vacancy :
2 - 4 Hires
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