Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. The firm’s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection.
Be part of an inclusive, cooperative culture that rewards you for your contributions, and work with other talented individuals who share your passion for doing outstanding work. You’ll also have plenty of opportunities to make your mark at the office and a difference in your community. So, if you're talented, driven and want to work for a robust, ethical company that cares, take the next step and create a career at Ameriprise India LLP.
Job Description
Responsible for creating and maintaining schedules for call center associates to ensure adequate phone coverage. Also responsible for analyzing and administering operational performance in call centers on a real time basis by utilizing workforce management systems to ensure optimum productivity and results.
Key Responsibilities
-Manage scheduling processes to ensure appropriate call center staffing and performance according to the needs of the business. Create, load, maintain, and review work schedule for all employees, making recommendations where necessary. Partners with Technical Support to troubleshoot and communicate outages and service level impacts.
Efficiently manage the real time staffing of internal call centers and communicates performance results. Collaborates with supervisors to identify and implement necessary staffing adjustments and intra-day management for call activities at site. Monitors average speed of answer, average handle time, staffing and call volume u