Basic Functions

Responsible for intra-day management processes for operations located in Noida – India & Philippines. To achieve business service level objectives efficiently.

Role & Responsibilities

Efficiently manage intra-day staffing and service level.
Provide timely, accurate reports on intra-day performance.
Monitor and drive schedule adherence.
Communicate effectively with internal and external customers.
Perform other duties and assignments as directed.

General Skills

Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
Solid critical thinking, problem solving, and interpersonal skills.
Demonstrates ability to give and receive feedback with peers and business partners.
Must demonstrate sound arithmetic, analytical and problem solving ability.
Excellent verbal, written and comprehension skills.

Technical Skills

Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.
Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, Avaya CMS etc.

Work Experience Requirements

Minimum of 2-year WFM experience in a call center inbound voice process

Role & Responsibilities

Efficiently manage intra-day staffing and service level.
Provide timely, accurate reports on intra-day performance.
Monitor and drive schedule adherence.
Communicate effectively with internal and external customers.
Perform other duties and assignments as directed.

Graduate