Designation : MIS/WFM
Note : Gujarati Language is must to apply for this roles
Walk-in Details :
Address:A-37, Block A, Sector 60, Noida, Uttar Pradesh 201301
Date - 7 days in week
Timing : 9:30am5pm
Job Description :
Monitoring Performance:
- Keeping a close eye on call center metrics in real-time. This includes tracking call volume, chat volume, agent availability, and adherence to service level agreements (SLAs)
- Utilizing real-time monitoring software to listen in on calls or review transcripts, identifying areas for improvement.
- Spotting potential issues like long wait times or agent struggles, and taking corrective actions to avoid escalation.
Workforce Management:
- Analyzing agent schedules and breaks, ensuring they align with call volume and maintain efficient staffing levels.
- Making adjustments to schedules as needed to optimize coverage during peak and off-peak hours.
- Identifying trends in call volume and agent performance to forecast staffing requirements.
Reporting and Analysis:
- Generating regular reports on key metrics for internal teams and clients
- Analyzing data to identify trends and opportunities for improvement in call center processes.
- Working with operations teams to develop and implement solutions for performance optimization.
Communication and Collaboration:
- Maintaining clear communication with call center agents, supervisors, and managers
- Escalating critical issues to the appropriate teams for timely resolution
- Working collaboratively to ensure a positive customer experience.
Additional Responsibilities:
- Maintaining accurate data on agent performance and adherence
- Contributing to the creation of schedules and forecasting models
- Staying updated on BPO industry best practices and relevant technologies
