WFM Dialer Management - Team Leader

Hiring for WFM Dialer Management - Team Leader Role:
Experience - 4 to 7 years
Department : Workforce Management
Location : Mumbai or Pune
Job Purpose:
Team Leader WFM will be responsible for managing all activities associated with dialer management effectively. Also to achieve the business objective & commercial targets by maximizing efficiencies, occupancy & utilizations
Primary Responsibilities
Ensure delivery as per the daily strategy
Provide daily inputs to dialer as per the requirements
Reporting of dialer performances
Partner with Scheduling team for better rosters
People management, review & development for his / her immediate team
Outage management liaison with internal stakeholders & external vendors
Ensuring all necessary & relevant efficiency parameters are within target
Have effective discussions with stakeholders & manage escalations (wherever required)
Manage ad-hoc requirements from Ops & any other functions
Discuss daily / weekly performance with stakeholders
Outlier management for all efficiency parameters
Functional Skills and Competencies:
Overall Understanding of the Workforce Management
Understands and know the purpose of the role and how it links to the other roles
Good knowledge of MS Office
Understands and has knowledge of key Contact Centre metrics such as shrinkage, AHT, Occupancy, schedule adherence, etc
Analyse situations, identifies the gaps quickly and take necessary steps to avoid impact on Service Levels
Customer Focus (Core)
Ability to maintain high confidentiality with sensitive information, data and display integrity.
Ensure that customer is the focus (internal and external) of all actions and decision taken
Interpersonal Skills and Teamwork
To be able to communicate effectively, both verbally and in writing, with India & UK stakeholders & across levels
Ensures that full support is rendered to all team members in conducting their day-to-day affairs and all team decisions are supported irrespective of personal agenda
Education & Experience required:
Minimum Graduation
Strong knowledge of MS Office additional knowledge of MS Visio is desirable
Strong knowledge of MS Access, SQL & .NET
Experience
Minimum 4 years of work experience in Contact Centre Industry
Minimum of 3 year experience in Dialer Management
Minimum of 18 to 24 months experience in Team Management
Please share your profile at sipra.satija@abcconsultants.in