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, 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 NPT cancellations
Approve VTO decisions
Approve NPT approvals
Escalate to Planning teams
Escalate to Vendor teams
Generate Intraday Reporting
Write root cause analysis
Communicate status on metrics
Identify irregularities
Advise mitigation actions
Minimize agent non-productive time
Summarize day performance
Handle leadership queries
Oversee Contact Center Operations
Manage real-time queue
Manage incidents affecting support
Manage planned outages
Manage unexpected outages
Provide business continuity
Resolve system issues
Manage access control
Reconcile access weekly
How You'll Work.
Team & Collaboration
Site operations; Senior leadership; Content team; Technology teams; Internal clients; Contact Center Operations; Planning teams; Vendor teams
Communication Scope
Verbal communication; Written communication
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