Team Leader Wfm - Mumbai,navi Mumbai - Majorel

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Team Leader Wfm - Mumbai,navi Mumbai - Majorel

Majorel
3 - 7 years
Mumbai
5 years ago
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Job Description

Team Leader Basic KRA's

- Manage end to end process by covering all WFM aspects.

- Working knowledge on Advanced MS-Excel, VBA

- Strong backgrounds on Forecasting, scheduling, RTA management,Voice & non Voice resource planning.

-Forecasts call volume and other contact demand volume based on historical and anticipated volume across all clients both short-term, medium-term and long-term using various statistical methods.

-Prepare schedules for back office & voice process, ensure efficient staffing,optimum utilize available resources and maintain service levels

- Generate EWS using short & long term planning.

- Lead and manage team, ensuring that staff are managed, trained, and motivated to meet the objectives and priorities of the service.

-To work proactively with process managers taking the initiative to resolve issues as they arise and contribute to appropriate process goals.

- Should be multi-task, work with minimal supervision & ability to meet deadlines with accuracy.

-Good at documentation

Responsibility

SLA Management.

OT Planning.

Scheduling

Analyzing intraday pattern, AHT, Shrinkage implement corrective measures to next week schedules.

Plan training & Team meetings.

Client interaction on WFM metrics.

Job Classification

Industry: BPO, Call Centre, ITeS
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Voice
Role: Voice
Employement Type: Full time

Education

Under Graduation: Graduation Not Required, Any Graduate in Any Specialization
Post Graduation: Any Postgraduate in Any Specialization, Post Graduation Not Required
Doctorate: Any Doctorate in Any Specialization, Doctorate Not Required

Contact Details:

Company: Bertelsmann Marketing Services India Pvt. Ltd.
Address: 15th Floor, Vishwaroop IT Park,, Plot No 34,35 & 38, Sector 30A, Vashi,, Navi Mumbai - 400 701, THANE, Maharashtra - 400701,India
Location(s): Mumbai

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Keyskills: Team Management Excel Back Office Calling Team Leading Scheduling Non Voice Shrinkage Voice Process RTA

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₹ 2,75,000 - 5,00,000 P.A

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Preferred City (* max. 2 w/comma)

Designation / Expected Role

Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

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Majorel

Recruiters Required : 1-2 years of strong Direct sourcing experience

Team Leader Wfm - Mumbai,navi Mumbai - Majorel

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