Job Summary
Language is English for WFM position.Responsible for delivering high-quality customer service by managing customer interactions across multiple channels, resolving inquiries efficiently, maintaining accurate documentation, and contributing insights to enhance customer experience and operational effectiveness
Key Responsibilities
- Works closely with the client workforce management team to determine demand, routing and staffing of agents
- Provide regular reports on service level adherence, agent productivity, utilization, attendance
- Forecasting, Scheduling and real time workforce management
- Long term / Short term planning to ensure adequate availability of resources as per requirement.
Skill Requirements
- Very valuable computer skills including Microsoft Office, Excel and Access
- Knowledge of building Pivot Tables and generating meaningful reports and Insights
- Developing/creating reports based on the requirements
- Analytical thinking including the ability to determine root causes for out of target values
- Ability to prioritize assigned tasks and cope well with time pressure
Must Have Skill
Customer Service Support
Good to Have Skill
Other Requirements
📌 Team Lead-Voice (India)
🏢 HCLTech
📍 India