Workforce Management – Senior Associate/Team Lead - Chennai/Noida

Role                 : Workforce Management-RTA

Location          : Chennai/Noida

3-8 Years Work Experience in Workforce Management, - RTA Queue Monitoring

The ability to communicate information both verbally and in writing in a professional, concise, detailed, and accurate fashion. Associates with Queue monitoring and Incident Management Experience will be a good bet.

Performing Real Time Queue Monitoring, Monitoring Service Levels for the lines of business. Creating a game plan for the day and ensure we have right people in the right place at the right time.

Ensuring Service Levels are met daily and if they are not met, complete root cause analysis. Determine the triggers that are required to Improve performance.

Responsible for Monitoring and responding to calls in the attendance line / QR Code. Answering live calls (limited) on the GWFM attendance line and entering the exceptions into the GWFM Scheduling System.

Performing Real Time SL (Service Level) Escalation Procedures: Sending indicators to internal and external customers to advise the performance for all lines of business using colour codes.

Responsible for monitoring and analysing intelligence across multiple data systems including GWFM (Genisys Tool). Should be able to Monitor and take meaningful decisions within the framework as mentioned in Job Aids (SOPs).

He should be very Proactive to effectively communicate to business and respective stakeholders.

Participate in job related training programs and meetings to continually refresh and update knowledge. Improvise on work related capabilities and help other Team members to scaleup.

Rotational Shift Work in a 16/7 operation centre environment includes after hours, weekends, and holidays.

Work on Transformation initiatives once thorough with E2E process knowledge

flexible with night shifts.