Job title: WFM – Scheduling & Capacity Planning @ Hinduja Global Solution
Job description: Role – WFM (Scheduling & Capacity Planning) Location – Bangalore Grade : M0 to M1 Employment Type : Permanent Shift – Night Shift Experience- ( 1 Years to 7 Years WFM experience for Sr. Analyst) Salary – 1 LPA – 4 LPA
Job Description :- CANDIDATE PROFILE & CRITICAL EXPOSURE / EXPERIENCE DEEMED ESSENTIAL Candidates with at least 2-3 years of WFM experience, knowledge short term Capacity Planning and Scheduling along with any WFM tools (Aspect/IEX Etc.) hands on experience of Aspect eWFM will be an added advantage. Basic excel knowledge with analytical skills. JOB – ROLE & RESPONSIBILITIES Has Knowledge in IEX, Verint, Blue Pumpkin, NIce. Knowledge in Shrinkage Know how to calculate – AHT (Average Handle Time) Experience in Creating Schedule Like, Hours of Operations, Forecast volume and AHT, Shrinkage and Occupancy targets Interval patterns / Requirements Short term Capacity Planning and Scheduling for US based contact centers, creating and maintain weekly schedules in Aspect eWFM, creating and publishing analytical reports of actual data to operations in Microsoft Excel, internal stakeholder management for day to day operations. Skills – Shrinkage, Attrition, Scheduling, staff scheduling, capacity planning, Aspect, IEX, Aspect eWFM, AHT, Verint, NICE, Blue Pumpkin BEHAVIORAL COMPETENCIES – Essential Good communication skills | Flexibility for Night Shifts| Team Player Proactive Thinking | Moderate MS Knowledge Target Companies / Industry Sectors Please mention: Need candidates with experience in international BPM organizations, experience in US based WFM organisation is preferred. Education & Experience At least 1-6 years(s) of working experience in Call Centre or related field Good Command of English both written and spoken Experience in planning for Calls/e-mails/social media etc… Interested candidate please share your resume on [email protected]
Location: Bangalore, Karnataka
Job date: Sat, 20 Jun 2020 22:10:18 GMT
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