Requirements:
Minimum experience of 4 years in WFM/Service Delivery Profile (Contact Center)
Total experience of more than 6 years
Candidate should be a Graduate (10+2+3) as applicable in Philippines
Should have at least 2 years of experience in the Supervisory Role
Should have an excellent communication skills (both Written and Verbal)
Should be good in MS Excel and Power Point
Should possess strong Analytical Skills
Roles and Responsibilities:
Manage the team of Traffic Supervisors (Intraday Queue Management)
He/She will be responsible for the SLA Delivery for Contact Center (sites) under purview
Coordinating with Ops Team for scheduling Inputs for WFM Team
Responsible for collating and providing Inputs for Capacity Planning to WFM Team
Responsible for ad-hoc reporting (as and when required)
Interact with Process Owners/HOD’s as needed for Service Impacting Issues
Keeping check on Service Impacting Parameters (such as AHT, Break Management, Shrinkages, etc)
First Point of Contact for Clients regarding WFM Queries (Philippines Site)
Responsible of Performance Appraisal of Direct Reports
Manage the Contact Center Schedule Adherence (Tracks and Raises Alerts)
Assisting Special Projects and performing other duties as assigned
Conduct Analysis and Recommending solutions to real time performance issues
Regular Inputs on Staffing and Seat Optimization
Check Optimum Staffing Level is maintained for Programs under Purview
Setting up review cycles for Planning Inputs and validating Inputs provided by Ops Team
Close watch on the Actual Staffing and raising alerts for any Over/Under Staffing
Minimum experience of 4 years in WFM/Service Delivery Profile (Contact Center)
Total experience of more than 6 years
Candidate should be a Graduate (10+2+3) as applicable in Philippines
Should have at least 2 years of experience in the Supervisory Role
Should have an excellent communication skills (both Written and Verbal)
Should be good in MS Excel and Power Point
Should possess strong Analytical Skills
Roles and Responsibilities:
Manage the team of Traffic Supervisors (Intraday Queue Management)
He/She will be responsible for the SLA Delivery for Contact Center (sites) under purview
Coordinating with Ops Team for scheduling Inputs for WFM Team
Responsible for collating and providing Inputs for Capacity Planning to WFM Team
Responsible for ad-hoc reporting (as and when required)
Interact with Process Owners/HOD’s as needed for Service Impacting Issues
Keeping check on Service Impacting Parameters (such as AHT, Break Management, Shrinkages, etc)
First Point of Contact for Clients regarding WFM Queries (Philippines Site)
Responsible of Performance Appraisal of Direct Reports
Manage the Contact Center Schedule Adherence (Tracks and Raises Alerts)
Assisting Special Projects and performing other duties as assigned
Conduct Analysis and Recommending solutions to real time performance issues
Regular Inputs on Staffing and Seat Optimization
Check Optimum Staffing Level is maintained for Programs under Purview
Setting up review cycles for Planning Inputs and validating Inputs provided by Ops Team
Close watch on the Actual Staffing and raising alerts for any Over/Under Staffing
Other Info
Managerial / Supervisory
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Tech Mahindra
About the company
Position Associate manager -workforce recruited by the company Tech Mahindra at Cebu, Cebu, Joboko automatically collects the salary of , finds more jobs on Associate Manager -Workforce or Tech Mahindra company in the links above
About the company