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 Analysis, Service Level Management. Monitor network skills. Post emergency messages”
What You'll Achieve.
Mitigate risk to candidate experience; Achieve team goals; Achieve organization goals; Provide business continuity; Quick resolution of issues
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
Escalate to Planning teams
Escalate to Vendor teams
Generate Intraday Reporting
Write root cause analysis
Maintain communication with operations
Maintain communication with leadership
Maintain communication with content team
Maintain communication with technology teams
Identify irregularities
Advise mitigation actions
Summarize day performance
Handle leadership queries
Oversee Contact Center Operations
Manage real-time queue
Manage planned outages
Manage unexpected outages
Provide business continuity
Resolve system issues
Manage access control
Perform weekly reconciliation
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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