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| Job Location | Mangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Consumer Durables / Electronics |
| Functional Area | Sales / BD |
| EmploymentType | Full-time |
Roles and Responsibilities-Call Forecasting yearly, monthly, weekly, daily and half hourly using forecasting models-Provide business analytics and data gathering to support detailed modeling of Planning and metrics statistically confident projections.-Administer the workforce management system.-Maintain, improve, and run staffing scenarios to recommend staffing and scheduling-Develop and utilize other analytical methods to coordinate with the workforce management system to improve accuracy of the forecast.-Monitor workforce management intra-day performance reports. Recommend and implement schedulechanges as needed.-Lead weekly planning meetings with Contact Center management and provide recommendations onchanges to forecasts/schedules to meet Contact Center service goals.- Reviews forecasts on an intraday, weekly, monthly and annual basis for contact centers, and compareactual results to forecasts, identifying opportunities for improvement and implement solutions. Actively monitors Intra-Day forecasted workloads vs. actual volumes and resulting service levels onreal-time basis.--Determines and executes real-time call routing adjustments to resolve current and projected servicelevel and/or agent occupancy issues.--Identifies potential causal factors contributing to increased workload such as increased volume and/orAHT and seeks input from other groups to identify root causes and determine a plan of action if necessary.--Coordinates appropriate staffing allocation and availability of staff to achieve service level objectives. Monitors CC-Pulse site to ensure optimal staffing levels.-Co-ordinate with operations and Genesys Team for language skill changes for vendors, basis operations approval--Capturing Operational and IT down time, sharing the same with respective stake holder. Co-coordinatingwith respective stake holder during down time for speedy issue resolution,
Keyskills :
workforce managementcall routingservice levelscontact centerroutingcommercial modelsmanagement systembusiness analyticsservice levelgenesysmetricsvendorsbusinessplanningreviewsrootcontact centerscontact center managementcenter managem