ADCI HYD 13 SEZ
Human Resources, global corporate
Sr.Associate,GCC,GlobalCommandCenter
“Sr. Associate, GCC, Global Command Center at ADCI HYD 13 SEZ. Skills: Real Time Monitoring, Service Level Management, Occupancy Management. Monitor network skills. Post emergency messages”
Industry & Context.
Problem solving; Root cause analysis
What They're Looking For.
Must Have
1+ years of experience in Contact Center Management / Workforce Management (WFM) / Real Time Analysis (RTA), Knowledge of Microsoft Office products and applications (especially Excel), Advanced proficiency in Microsoft Excel
Nice to Have
2+ years of Microsoft Office products (excel, PPT, macro, access) experience with automation skill, 2+ years in managing WFM tool
What You'll Do.
Monitor network skills
Post emergency messages
Setup Priority queue / Visibility Threshold / Preserve
Cancel NPT if required
Manage AUX states / non-adherence
Escalate to Planning & Vendor teams
Perform Intraday Reporting
Write root cause analysis
Maintain communication with site operations
Identify irregularities affecting SL and candidate experience
Notify stakeholders of irregularities
Advise on mitigation actions
Review existing SOP’s
Summarize day performance
Handle leadership queries
Oversee Contact Center Operations
Manage agent performance metrics
Manage real-time queue
Manage Service level struggles
Manage incidents affecting candidate Support
Manage planned and unexpected outages
Resolve system issues
Manage access control of tools
Perform weekly reconciliation
Drive projects for team goals
How You'll Work.
Team & Collaboration
Site operations; Senior leadership; Content team; Technology teams; Internal clients; Planning teams; Vendor teams; Contact Center Operations
Communication Scope
Verbal communication; Written communication
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