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| Job Location | Kolkata |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | BPO / Call Center |
| Functional Area | General / Other Software |
| EmploymentType | Full-time |
Responsibilities 1. Work directly with the client and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections.2. Monitor and analyze call patterns, intra- and inter- day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency.3. Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/ or historical information.4. Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.5. Prepare and disseminate timely and accurate reports to operations management and clients.6. Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real- time.Qualifications 1. High school diploma or equivalent; 2 years of college preferred2. A minimum of three yearsrsquo workforce forecasting and scheduling experience in a call center environment3. Two yearsrsquo experience working with call center reporting and metrics required4. One year prior experience working with workforce management technologies ideally TCS, IEX or Blue Pumpkin5. One year prior experience with Nobel, Avaya or other ACD phone system required6. Strong analytical skills and ability to apply those real- time7. Proficiency in Microsoft Office Applications including Word & Excel and other relevant software8. Excellent problem solving and decision making skills9. Ability to operate effectively in a team environment10. Excellent oral and written communication skills and interpersonal skills11.,
Keyskills :
acdiexavayasoftwarestaffingmanagementoperationsexcelmetricsschedulematricesreptingemergencyadherence