Team Lead - WFM


2 to 5 yrs. Gurgaon
Apply without registration
Posted on 22 Oct 2015

Job Description

Job Description:-
• Responsible for Real Time Management of all processes
• Responsible for leading an RTM Team
• Mentor Team Members and guide them to achieve RTM efficiency
• Analyze the day on day process health and report deviations to F&S for immediate action
• Seat Utilization
• Prepare daily/weekly/monthly reports and dashboards
• Analyze the reports and inform stakeholders about corrective actions
• Clarify key metrics like SL Abandon AHT ASA Occupancy Utilization to Ops Team members as and when required

Key Skill Required
• Minimum 2 year experience on Avaya Nortel Any other ACD on reporting
• Minimum 2 year experience on Erlang C, IEX, Blue Pumpkin, Aspect
• Knowledge of Advanced Excel VB Macro
• Understanding of BPO operations in terms Telecom Sales Tech Support
• Thorough understanding of ACD Raw dump Avaya CMS


Job Posted by


IEIL has taken all reasonable steps to ensure that information on this site is authentic. Applicants are advised to research bonafides of advertisers independently. IEIL shall not have any responsibility in this regard. We also recommend that you visit Security Guidelines and Terms and Conditions for more comprehensive information on this aspect.