AEGIS, one of the fastest growing BPO companies, is built on the mantra of customized solutions and co-creation of value. It offers benefit of the global delivery model, strong financial strength, deep domain expertise, comprehensive and flexible solution offerings, and a rich international talent pool. Leveraging 31 Global locations and 29,000 strong talent pool, Aegis services more than 50 Fortune 1000 companies Aegis is a 100% subsidiary of the US$ 50 billion Essar Group which is one of India’s most dynamic and fastest growing business conglomerates. In addition to its interest in the BPO sector, Essar has interests in telecom (through its joint venture with Vodafone), steel, shipping, oil, power and construction sectors. In 2007, Essar had revenues of US$ 8 billion.
Sr. Lead, Workforce Management (Assistant Manager)
RESPONSIBILITIES:
-
Responsible for monitoring the performance of Workforce Analysts/Forcedesk Supervisors to ensure prompt delivery of their primary tasks and responsibilities (i.e., generating, maintaining and tracking volume forecast, capacity and schedule), in line with existing Workforce Management policies and processes.
REQUIREMENTS:
- Bachelor’s degree in any business-related course or at least 2 years of college education plus 1 year of relevant work experience
- At least 1 year work experience as a Workforce Analyst
- At least 1 year work experience as a supervisor in a contact center environment
- At least 1 year work experience as a Real Time Analyst or have a solid background on Workforce Management in a contact center environment.
- Excellent knowledge of Contact center and customer service operations
- Working knowledge of computer applications, including MS Word, Ms Excel, MS PowerPoint, MS Access, etc.
- Proficient in the use of workforce management software (eWFM) and other telecommunication systems (i.e., Lucent CMS reporting, Lucent ACD system, call master, Automatic call recording and call monitoring system)
- Knowledge of basic concepts on queuing and traffic management (using Erlang theory)
- Solid knowledge on call center metrics and WFM policies and procedures (involves RTA knowledge validation through testing and interview)
- Excellent client knowledge
|
Company Information
Email to Friends
View Similar Jobs
All Jobs From Company
Save This Job
View Salary Report
Report Advertisement