Walkin On 12th Apr and 13th Apr
Smooth delivery of the WFM operations for all the services as defined in Scope of work
Deliver the transformation benefits agreed with client using the available tools and frame-work.
Tools development as per the committed as part of solution.
Ensure successful transition of all roles from Clients onshore location to India.
Lead client / internal review calls and help develop potential solutions for client escalations.
Liase with the Client and its vendors as mentioned in SOW to understand their requirements and translate those into work items for the delivery team.
Understand business requirements and conceptualize solutions to meet them effectively.
Identifies growth opportunity for larger operations for Intelenet.
Lead the creation of training material and SOPs for the team on the ground. Functional skills required:
Strong understanding and working knowledge of tools such as AVAYA CMS Verint Aspect is a must
Clarity of WFM framework used @ Teleperformance. Understanding of metrics used and their operational definitions and interlinking of voice and non-voice operations in contact center. Specific domain knowledge required:
Able to demonstrate experience leading the project remotely with significant size and scope to successful completion.
Maintains and comprehends business/systems process operations or redesign techniques, methods and tools.
Maintains current understanding of technological, operational and cultural trends to support process design to improve performance.
Command of all skills necessary for verbal and written communication at all levels of the organization. Other Details: Candidate should possess advanced level of proficiency in MS Excel, MS PowerPoint.