Associate Process Manager
WFM Process:
- Interaction with Techs in the field to provide them with real-time support
- Checking status of services on account in diagnostic tools
- Good Knowledge of agent scheduling and on floor staffing activity planning
- Should be able to coordinate with operations Managers and Leads
- Communicate effectively and close looping with the client in case of observations
- Updating status in internal as well as client tools
- Meet process expectations with high-quality standards and adherence to SLAs
- Candidate shall adhere to the information security requirements
WFM Process:
- Should have min. 3 years of experience in Work Force Management and MIS.
- Sound understanding of Call centre WFM metrics and work experience in Chat processes in an added advantage
- Sense of ownership to complete the task satisfactorily
- Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc.
- Keep a track of all technicians with regards to the jobs assigned to them
- Prepare Agent schedules and Daily adherence plans
- Prepare various Ops production reports
- Perform RTM role independently
- Manage Breaks and Resource availability on floor
- Audit work orders for accuracy and make corrections if required
- Check for signal levels on all equipment and certify jobs as completed
- Coordinate with DOJ/DOI team in case of any issues with regards to provisioning or adding equipment
- Fill up the complete report and share with the APM/PM daily
- Collate and share information for all appointments that are cancelled
WFM Process:
- Interaction with Techs in the field to provide them with real-time support
- Checking status of services on account in diagnostic tools
- Good Knowledge of agent scheduling and on floor staffing activity planning
- Should be able to coordinate with operations Managers and Leads
- Communicate effectively and close looping with the client in case of observations
- Updating status in internal as well as client tools
- Meet process expectations with high-quality standards and adherence to SLAs
- Candidate shall adhere to the information security requirements
WFM Process:
- Should have min. 3 years of experience in Work Force Management and MIS.
- Sound understanding of Call centre WFM metrics and work experience in Chat processes in an added advantage
- Sense of ownership to complete the task satisfactorily
- Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc.
- Keep a track of all technicians with regards to the jobs assigned to them
- Prepare Agent schedules and Daily adherence plans
- Prepare various Ops production reports
- Perform RTM role independently
- Manage Breaks and Resource availability on floor
- Audit work orders for accuracy and make corrections if required
- Check for signal levels on all equipment and certify jobs as completed
- Coordinate with DOJ/DOI team in case of any issues with regards to provisioning or adding equipment
- Fill up the complete report and share with the APM/PM daily
- Collate and share information for all appointments that are cancelled