Senior Executive - MIS View Jobs

Senior Executive MIS :

Roles and Responsibilities

ØSchedule creation for customer experience staff including internal and outsourced

ØEnsure schedules are generated on a regular basis to maximize efficiency of resources

ØPartner with our call center outsourcers to review their staffing, make change requests, and ensure optimal staffing across internal and external teams

ØCommunicate clearly and empathetically around schedules and business needs

ØAnalyze the data and metrics to identify the customer service level. Proactively identify opportunities for operational improvement

ØCollaborate in establishing policies, processes, and standards that support a world-class customer service operation

ØOversee the work of the Real Time Analysts to ensure that goals are met or exceeded.

ØProvide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies.

ØAbility to build and run scheduling scenarios and provide analysis of potential impacts

ØAnalyze performance data to identify opportunities to operate more effectively and efficiently

ØSupport site-level resources with real-time management of schedule adherence and productivity

ØFacilitate any non-productive time (e.g. training) based on analysis to possible impacts to service delivery.

ØForecaste the volume and required head count for 4 to 8 weeks in advance.

ØProvide various scheduling analyses to ensure optimal schedules and provide staff recommendations

ØMaintain all kinds of Contact Centre cost related information

ØReview weekly approved/vs actual CC Cost

ØMaintain outsource partner wise monthly payout

Required Candidate Profile

ØWell-developed problem-solving and analytical skills

Ø3+ years WFM experience in a complex contact center environment

ØProactive problem solver, able to see big picture and streamline current processes while planning for long-term growth

ØEffective communicator and relationship builder

ØShould be comfortable with 24*7 shifts and work on weekends and holidays as per business needs requirements

ØExperience with WFM software such as Verint, Aspect eWFM, or Nice ( Optional)

ØAbility to learn & manage multiple technical systems

ØSolid knowledge of Excel.

Qualification Required : Graduate or Above.