Job Description
WFM Role:
- Interaction with Techs in the field to provide them with real-time support
- Checking status of services on account in diagnostic tools
- Good Knowledge of agent scheduling and on floor staffing activity planning
- Should be able to coordinate with operations Managers and Leads
- Communicate effectively and close looping with the client in case of observations
- Updating status in internal as well as client tools
- Meet process expectations with high-quality standards and adherence to SLAs
- Candidate shall adhere to the information security requirements
-Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc.
- Keep a track of all technicians with regards to the jobs assigned to them
- Prepare Agent schedules and Daily adherence plans
- Prepare various Ops production reports
- Perform RTM role independently
- Manage Breaks and Resource availability on floor
- Audit work orders for accuracy and make corrections if required
Minimum Qualification :
Any Graduate with the minimum of 6 years of experience in leading WFM Team BPO.