Verified Job
Customer Support / TeleCaller
Supervisor WFM/Team Leader WFM
Customer Support / TeleCaller
#562075
Remote / WFH
Job Description
Position: Supervisor WFM//Team Leader WFM
Hiring for WFM Team Leader
Leading BPO in Hyderabad
Experience 4+ Years
Require Experience in Capacity Planning, Scheduling, Rostering
Role and
Key Responsibilities:
Understanding of Capacity Plan, scheduling and rostering.
Skill-Based Scheduling for in-house agents
Define agents according to skills and proficiencies
Compares over/under staffing with total staffing hours. Measures the effectiveness and quality of scheduling.
Review the projected performance for the sites on a near term basis. i.e. weekly/ fortnightly.
Build, review and plan requirements based on forecasting information for production headcount by day by interval for the supported time frame (requirements base don KPI such as in and out of
office shrinkage.
Review the projected scheduled performance and review over/ under.
Take corrective action on the over/ under analysis and make recommendation on schedule changes, reskilling, realignment of agents across sites
Review DOW and Intraday Patterns and Support VTO/OT/PTO requests
AHT profiling
Assumption Management and Support admin features of schedules tools to include rules.
Key Skills and knowledge:
Knowledge of Advanced Excel to work on data and create reports;
Knowledge of VBA will be an
added advantage
Graduate with Contact Center experience and good communication skills.
People management experience.
Proficiency in multi-tasking and engaging multiple stake holders at a time in a multiskilling
environment.
Strong process and mathematical orientation
Root Cause Analysis, proactive management & data presentation
Analytical bent of mind and strong process and mathematical orientation
Knowledge of Contact Centre methodologies and operational principles.
Complete understanding of overall operational activities including phone, email, chat, community and social media support.
Effective communication skills.
Advanced knowledge of MS products, particularly Excel, PowerPoint.
Proficiency with computers
Willingness to work in a 24
• 7 shift environment
Drive for self-learning and knowledge enhancement
Ability to simplify complex operations into repeatable processes
Comfortable in a fast-paced environment
Ability to make decision in time sensitive ambiguous situations
Since this is a supervisory and client-facing position, the candidate must be able to communicate
effectively.
Avaya CMS is required, and Verint is preferred.
Team Handling experience is mandatory.
Must understand Billing & Invoicing.
Advanced Excel knowledge to deal with data and develop reports; knowledge of VBA and
Power
BL will be an advantage.
Interested Candidates can mail their cv at or call at
Hiring for WFM Team Leader
Leading BPO in Hyderabad
Experience 4+ Years
Require Experience in Capacity Planning, Scheduling, Rostering
Role and
Key Responsibilities:
Understanding of Capacity Plan, scheduling and rostering.
Skill-Based Scheduling for in-house agents
Define agents according to skills and proficiencies
Compares over/under staffing with total staffing hours. Measures the effectiveness and quality of scheduling.
Review the projected performance for the sites on a near term basis. i.e. weekly/ fortnightly.
Build, review and plan requirements based on forecasting information for production headcount by day by interval for the supported time frame (requirements base don KPI such as in and out of
office shrinkage.
Review the projected scheduled performance and review over/ under.
Take corrective action on the over/ under analysis and make recommendation on schedule changes, reskilling, realignment of agents across sites
Review DOW and Intraday Patterns and Support VTO/OT/PTO requests
AHT profiling
Assumption Management and Support admin features of schedules tools to include rules.
Key Skills and knowledge:
Knowledge of Advanced Excel to work on data and create reports;
Knowledge of VBA will be an
added advantage
Graduate with Contact Center experience and good communication skills.
People management experience.
Proficiency in multi-tasking and engaging multiple stake holders at a time in a multiskilling
environment.
Strong process and mathematical orientation
Root Cause Analysis, proactive management & data presentation
Analytical bent of mind and strong process and mathematical orientation
Knowledge of Contact Centre methodologies and operational principles.
Complete understanding of overall operational activities including phone, email, chat, community and social media support.
Effective communication skills.
Advanced knowledge of MS products, particularly Excel, PowerPoint.
Proficiency with computers
Willingness to work in a 24
• 7 shift environment
Drive for self-learning and knowledge enhancement
Ability to simplify complex operations into repeatable processes
Comfortable in a fast-paced environment
Ability to make decision in time sensitive ambiguous situations
Since this is a supervisory and client-facing position, the candidate must be able to communicate
effectively.
Avaya CMS is required, and Verint is preferred.
Team Handling experience is mandatory.
Must understand Billing & Invoicing.
Advanced Excel knowledge to deal with data and develop reports; knowledge of VBA and
Power
BL will be an advantage.
Interested Candidates can mail their cv at or call at
