ADCI HYD 13 SEZ
Human Resources, global corporate
Sr.Associate,GlobalCommandCenter,WorkforceStaffing
“Sr. Associate, Global Command Center, Workforce Staffing at ADCI HYD 13 SEZ. Skills: Workforce Management, Real Time Monitoring, Process Improvement. Monitor network skills. Post emergency messages”
Industry & Context.
Problem solving; Root cause analysis; Troubleshooting
What They're Looking For.
Must Have
Advanced proficiency in Microsoft Excel, 1+ years of experience in Contact Center Management, 1+ years of experience in Workforce Management (WFM), 1+ years of experience in Real Time Analysis (RTA)
Nice to Have
2+ years of Microsoft Office products experience, 2+ years in managing WFM tool
What You'll Do.
Monitor network skills
Post emergency messages
Setup Visibility Threshold
Approve VTO decisions
Escalate to Planning teams
Escalate to Vendor teams
Generate Intraday Reporting
Write root cause analysis
Maintain communication with site operations
Maintain communication with senior leadership
Maintain communication with content team
Maintain communication with technology teams
Identify irregularities affecting SL
Identify irregularities affecting candidate experience
Notify stakeholders of irregularities
Advise on mitigation actions
Minimize agent non-productive time
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 outages
Manage unexpected outages
Provide business continuity
Resolve system issues
Reduce dependency on tech teams
Manage access control of tools
Reconcile access weekly
Drive projects for team goals
Drive projects for organization 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
Leadership queries; Day performance summary
Applying for this Sr. Associate, Global Command Center, Workforce Staffing role?
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