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Team Lead MIS

Location : Bhubaneswar , Hyderabad / Secunderabad , Kolkata
Experience : 3 to 8 Year(s)
450000 - 900000 (Per Annum)

  • Posted: 2 months ago
  • Openings: 2
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Job Description
  • Adjust work hours as necessary to meet deadlines (e.g., overtime, evening, weekend)
  • Manage workloads to ensure even distribution of responsibilities and provide development opportunities with assistance from supervisors
  • Analyze current and future call/work handling resources, attrition trends, learning curve, shrinkage, productivity factors, desk availability and shift requirements, to develop a staffing plan that includes optimum skill set mix, replacement and recruiting timing, training, and cross training details
  • Analyze delivery center absences and recommend actions to meet targets and vacation allowances when required
  • Analyze intraday statistics, delivery center performance, service levels, and scheduling statistics to recommend courses of action in balancing service levels to business and agent/staff requirements
  • May include management of resources performing these key responsibilities
  • Schedule any non-contact/call handling activities such as training initiatives, group huddles, mentoring sessions, team meetings and all time off (e.g., PTO, approved leaves of absence, holidays)
  • Track and report employees' adherence to schedule, including off phone activity, using workforce software where applicable
  •  Manage all WFM deliverables from assigned workflow until completion 
  • Lead cadence discussions with Operations to discuss about SLAs and WFM deliverables updates
  •  Liaises with other workstream leaders to address any reporting and/or staffing related deliverables from Operations
  • Responsible and accountable for all reporting and/or staffing related SLAs and deliverable quality
  • Industry
  • FMCG / Foods / Beverage
  • Functional Area
  • IT Software - Systems, EDP, MIS
  • Job Role
  • Business Analyst
  • Job Type
  • Permanent
  • UG Qualification
  • Any Graduate - Any Specialization
  • PG Qualification
  • Any Post Graduate - Any Specialization
  • Doctorate
  • Doctorate Not Required - None
Desired Candidate Profile
Please refer to the Job description above
Company Profile

About Company
A national HR service provider servicing world class companies across the globe. Started in 2004, the company has grown into a full spectrum HR services provider for clients worldwide. It has helped generate career opportunities for thousands of individuals in the countries, and has worked for over Fortune 500 organizations.

Contact Information
  • Recruiter Name
  • Nibedita
  • Phone No
  • +91 9776535530
    • Email ID
      • Address
      • Plot No. : N-6/9, I.R.C. Village, Nayapally, Bhubaneswar, Odisha - 751015

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