ADCI HYD 13 SEZ
Technology
Sr.Associate,GlobalCommandCenter,WorkforceStaffing
“Sr. Associate, Global Command Center, Workforce Staffing at ADCI HYD 13 SEZ. Skills: Workforce Management, Real Time Analysis, Process Improvement. Monitor network skills. Post emergency messages”
What You'll Achieve.
Provide efficient support; Provide frustration-free support; Fix issues impacting candidate experience; Improve new processes; Improve existing processes; Standardization of processes; Automation of processes; Mitigate risk to candidate experience; Achieve team goals; Achieve organization goals; Ensure business continuity; Reduce dependency on tech teams; Quick resolution of issues; Ensure access provided to active agents
Industry & Context.
Solving complex problems; 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
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
Manage access control of tools
Perform weekly reconciliation
Drive projects for goals
How You'll Work.
Team & Collaboration
Site operations; Senior leadership; Content team; Technology teams; Internal clients; Planning teams; Vendor teams; Contact Center Operations; Call Center Partners
Communication Scope
Effective communication; Verbal communication; Written communication; Leadership queries
Applying for this Sr. Associate, Global Command Center, Workforce Staffing role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about ADCI HYD 13 SEZ?
Real rants from real employees. Read before you apply.