The ideal candidate should

• Hold a Masters degree from a reputable university
• Have at least 3 years of relevant work experience
• Contact Center environment exposure with Hands-on expertise for Workforce Management solutions will be an added advantage

Job Description

• Take initiatives and handle special projects as assigned by the management
• Monitor call trends and take timely decisions for effective utilization of resources
• Implement and monitor standard practices at all levels for CC operational processes
• Provide operational support for new projects/queues including up-sell and other initiatives
• Process monthly payouts (Bonus, Incentive, EDA & Commissions) for Contact Center employees
• Ensure consistency and optimum utilization of Best Service Routing functionality & Language Based Routing
• Automate and consolidate processes & periodic reports for effective decision making and productivity efficacy
• Improve FCR and customer experience by taking call reduction initiatives and analyzing reasons for repeated calls
• Manage, monitor and present CC Operational activities for all Contact Centers providing support to CC Project Management unit
• Coordinate with other departments for the smooth running of day to day business and to facilitate internal and external customers
• Guide and manage OPS Teams for effective scheduling evaluation and forecasting in advance to counter events and changing call trends
• Forecast Contact Center staffing requirements, resources & keeping ASA intact for all queues with optimum resource utilization through segmented scheduling & skill setting aligned with headcount and associated resources including agent licenses, E1 lines & physical seats to enhance efficiency and productivity of Center(s)

Essential Skills

• Should have a strong grip on software like MIS
• Should have strong insight of contact center operations
• Should possess strong problem identification & resolution skills
• Should be highly proficient in operating MS Office / Office automation tools
• Should possess sound knowledge of different Workforce Management tools such as Witness, CMS, Cognos, Avaya, Seibel & Databases etc

Desirable Skills

• Should own strong negotiation skills
• Should have strong interpersonal skills
• Should possess advance analytical skills
• Should have persuasive presentation skills