Team Lead - WFM

INTERNATIONAL BPO

2 to 5 yrs. Gurgaon
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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

Keyskills

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