Job Description


Summary:

The individual is responsible for end-to-end workforce management, real-time team, and intraday management of volume and resources. The role ensures appropriate staffing allocation and availability of frontline staff to achieve service level objectives and administers contingency action plans as necessary.



Responsibilities:
  • Manage SLA - Service Level to be met for % of days in a month
  • Manage Real Time Control triggers such as Service Level, Line Adherence, Schedule Adherence, Forecast Deviation, AHT, Leave & Absenteeism
  • Optimize resource and KPI achievement through monitoring and managing real-time adherence
  • Send Alerts & Recommendations to achieve SLA for current Day/Week to Operations & Scheduler
  • Take real-time actions on staffing to maintain service levels and document actions daily
  • Manage Real-time Skilling (Multi Skilling/Single skilling agents) to drive better SL
  • Maintain Trac...

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