Lead Associate - WFM
WNS Global Services
- Nashik, Maharashtra
- Permanent
- Full-time
- Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%) and adjusts intraday schedule to meet service goals.
- Monitors intraday, makes decisions, provides sound judgement, and consults with operation team for recommendations to improve real time performance includes calling for OT/Time off.
- Produce Real time reports - Hourly/ Daily/ Weekly, Exception management.
- Preparing Dashboards in the CRM tools and should be well versed with skilling/Bulk skilling.
- Produce daily, biweekly, and monthly reports to ensure adherence to planned activities.
- Manage all offline activities, idle time / Report outage, Incident tracking, escalations & produce daily, biweekly, and monthly reports to ensure adherence to planned activities.
- Assist with creating metrics and targets to meet the SLA goals and highlight performance gaps on planned activities and goals.
- Performs analysis of data to surface trends and insights using analytical methods• Drives changes on the need of the business, acts as a resource and POC during contingency events including weather events, system outages, etc
- Initiates, develops and implements improvements to workflows and processes and participate on special projects.
- Assist with projects and other duties as requested or assigned.
- Knowledge in CRM tools like Avaya, In-contact and should be well versed with individual/Bulk skilling.
- Excellent communication skills with ability to interact with external & internal stakeholders.
- Experienced in MS Office tools, especially Excel and PowerPoint, Knowledge in Macros is an added advantage.
- Must be a highly self-motivated multi-task-oriented team member with ability to self-manage tasks to completion within structured timeliness and strong technical documentation skills.
- Must be a team player within the ability to communicate & interact with external & internal stakeholders.
- Problem solving, analytical& logical skills is critical and must have excellent English communication skills