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Job Title Team Leader: Work Force Planning
Industry IT & Telecommunications
Work Location Mumbai, India

Candidate Profile
Job Description •Forecast of call volumes, AHT on intraday/ daily/ weekly/monthly basis •Daily/weekly/monthly analysis of center performance from efficiency and stability perspectives •Roster of Advisor and supervisors to achieve business goals, like, Service Levels, Abandoned% •Planning of back office workloads and monitoring of SLAs •Ensuring the stability of the department(s) under his span •Management of people and performance •Minimum of 2-3 years of experience in similar role in a contact center
Work Experience 2 Years - 3 Years
Relevant Experience 3 Years +
Highest Qualification Graduate

Job Summary

• Forecast and schedule resource optimally to meet SLA and Customer Experience targets • Analyze business performance, share intelligence with stakeholders and ensure balance between people vs. business needs
 

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