Firstsource
Technical Skills
- Advanced knowledge of MS office, especially excel/PPT/Word/outlook/SharePoint
Process Skills/Job description
- Administers time & attendance of employees, to ensure accuracy of the work records.
- Monitors employee performance against work schedules and real-time productivity through applications.
- Informs in real-time the WFM Adherence Clerk and/or Supervisor(s) about employees that pass thresholds for schedule adherence and productivity.
- Processes schedule change tickets and requests to the published schedule.
- Processes all changes to published schedules to meet operational business targets.
- Informs employees and/or supervisors about schedule changes.
- Should be able to handle contingency and communicate the same to stake holders.
- Communicates actual performance & productivity of employee KPIs to operational leaders to promote the achievement of KPI targets.
- Should know to work on ACD (Avaya/In contact etc.)/scheduling/real-time tools (IEX, Variant, Aspect etc.)
- Knowledge and Exposure In inbound call centre is a must
- Strong verbal & written skills as, Daily emails are sent to contract team members as well as Management.
- Problem solving skills would be very helpful.
- Exposure to WFM skill sets is a must (applicable for external Hiring)
- Good team player & Good analytical skills
- Attention to detail & accuracy
- Should possess Excellent communication & people skills as there will be daily client interfacing
- Willingness to work in Night Shifts is mandatory
- 2-3 yrs. of work experience is min requirement (applicable for external hiring)
- Dialler management and outbound call centre experience is an added advantage
Qualifications
Behavioural Skills
- Ability to work with team members with 100% coordination
- Outstanding time management skills
- Ability to multitask and prioritize daily workload
Education and/or Training:
- Required: High school diploma or GED