Supervisor WFM

**WFM Team Leader Role and Key Responsibilities:**
• Understanding of Capacity Planning, Scheduling, and Rostering: Define agents according to skills and proficiencies, compares over/under staffing with total staffing hours.
• Skill-Based Scheduling for In-House Agents: Review the projected performance for the sites on a near term basis, weekly or fortnightly.
• Review Projected Scheduled Performance: Take corrective action on the over/ under analysis and make recommendations on schedule changes, reskilling, realignment of agents across sites.
• *Key Skills and Knowledge:**
• Knowledge of Advanced Excel: Work on data and create reports, VBA is an added advantage.
• Contact Center Experience and Good Communication Skills: People management experience, proficiency in multi-tasking, and engaging multiple stakeholders at a time.
• Root Cause Analysis, Proactive Management Data Presentation: Analytical bent of mind and strong process and mathematical orientation.
• Contact Centre Methodologies and Operational Principles: Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
• *Required Skills:**
• Avaya CMS: Required
• Verint: Preferred
• Team Handling Experience: Mandatory
• Billing Invoicing: Must understand
• Advanced Excel Knowledge: Deal with data and develop reports, knowledge of VBA and PowerBL is an advantage.
• *Additional Skills:**
• Comfortable in a Fast-Paced Environment: Ability to simplify complex operations into repeatable processes.
• Drive for Self-Learning and Knowledge Enhancement: Willingness to work in a 24*7 shift environment.
• Effective Communication Skills: Since this is a supervisory and client-facing position. Read more