- Manage daily operations of the team, ensuring efficient use of resources and meeting service level agreements (SLAs).
- Develop and maintain schedules for agents, taking into account business needs, skill sets, and availability.
- Collaborate with other teams to identify areas for improvement and implement changes to increase productivity and efficiency.
- Analyze performance metrics to optimize workflows, reduce costs, and improve customer satisfaction.
Job Requirements :
- 5-12 years of experience in international BPO or call center environment.
- Robust knowledge of WFM (Workforce Management) principles and practices.
- Proven track record in capacity planning, scheduling, and team handling.
📌 AM- WFM || Thane
🏢 TP
📍 Thane
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.