Assistant Manager - Workforce Management

In this role, you will:

• Conduct real-time monitoring of queues and skill sets, regardless of the location, and identify intra-day trends. Maintain a special emphasis on looking for possible downtime and telephony issues.
• Monitor intra-day reporting, volume distribution, and email/social media and chat of call center of particular region.
• Perform real-time monitoring of call center activity and act as communication point between the Command Center and call centers.
• Be responsible for real-time allocation changes based on call center activities and mobilization of staff to meet call center service levels, allocation goals, and ensure maximum utilization of agents.
• Generate, verify and distribute service issues impacting call centers and act as primary interface with Information Technology Support/operations to work on incident management.
• Be responsible for coordination and execution of allocation changes needed during system maintenance or system outages.
• Verify, summarize, and distribute service issues intra-day, daily, weekly, and monthly.
• Be responsible for call routing during planned and unplanned system maintenances and Information Technology issues.

To be successful, you will:

• Customer Focus: An individual demonstrates competency in dealing with all levels of employees/management and building strong relationships with teams and all organizational customers.
• A minimum of graduation along with 2-5 years of experience in the relevant domain is required.
• Functional/Technical Skills: An individual possesses strong quantitative, analytical and technical aptitude skills.
• Time Management: An individual is able to multi-task, be detail oriented and demonstrate strong organizational skills.
• Interpersonal Savvy: An individual demonstrates excellent interpersonal skills with all levels of University Graduate with Mathematical or Statistical course work.
• Decision Quality: An individual possesses the ability to work independently, establish priorities and demonstrate good judgment skills.
• Dealing with Ambiguity: Ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
• Problem Solving: An individual demonstrates the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.