Manager-sales & Support Job in Sabse Sasta Dukaan

We are seeking a Workforce Manager for our B2C marketers, who will be responsible for developing and implementing staffing and workflow models for our customer team. The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives.

Job Responsibilities:

• JOB RESPONSIBILITY:
• Monitor and analyze call patterns, intra- and inter-day activity and make adjustments as needed in real-time to ensure optimal productivity and efficiency.
• Keep track of attrition to make decisions about internal movements/hiring plans. Also keep track of shrinkage.
• Effectively plan and monitor associates performance in adherence to the assigned target
• Collecting daily MIS from the team and submitting the configured report to the manager
• Create the best capacity plan for business by managing trade-offs between customer experience/service levels, employee experience, and cost-effectiveness.
• Develop and improve forecasting models using data analysis and statistical tools.
• Keep track of leave management and shrinkage so that the performance of the department stays maintained

Job Specifications:

• REQUIREMENTS:
• Strong experience in managing a team.
• Excellent networking and communication/interpersonal skills
• Experience in undertaking a range of tasks requiring a high degree of discretion and sensitivity.
• Analytical mind and ability to make sound judgments.
• Exceptional time management skills to achieve the daily targets
• Experience of working on corporate teams and leading areas of project work.

Experience:

• 5 - 7 years of proven experience as Workforce Manager from Call Center/BPO/ITES/KPO sector

Education:

• Graduates and above are eligible.