16 Aug
|
Unity SFB
|
Navi Mumbai
16 Aug
Unity SFB
Navi Mumbai
Job Description
• Monitor real-time call volumes, queues, and agent availability
• Take corrective actions to maintain SLA and service levels
• Prepare forecasts and create effective staffing schedules
• Manage shift planning, leave allocation, and coverage
• Track adherence, shrinkage, occupancy, and productivity metrics
• Analyze performance gaps and share improvement insights
• Publish daily/weekly/monthly performance reports
• Coordinate with Ops, HR, and Training for staffing needs
• Manage WFM tools and ensure data accuracy
Key Responsibilities:
📌 Workforce Manager (Navi Mumbai)
🏢 Unity SFB
📍 Navi Mumbai