About Position At
GWFM Member Companies
GWFM Member Companies
GWFM Member Companies
Job Position
Spanish Planner
Experiance
2-4 years
Place
Mumbai / Gurgaon / Hyderabad / Chennai
Salary
9 LAC CTC
Job Description
Work Competencies include:
- Accuracy of hiring plans in terms of forecasting and shrinkages
- Timeliness of Plans
- Holding Conference calls with HR and Operations
- Analytics and data mining
- Experience: 2-4 years of WFM experience with a minimum of 1 year as a Planner.
- Flexible, creative problem-solving, anticipates changes, and welcomes challenges.
- Previous experience in a dynamic, fast-changing call centre environment required.
- Proven analytical skills ability to communicate with various management levels.
Systems/Tools:
- Knowledge of UCCX/Cisco phone systems/WFM scheduling tools a definite asset.
- Expertise in erlang method
Requirements:
- The candidate should have the below pre-requisite qualification(s) that are common across roles
- Minimum Higher Secondary Education or Graduate
- Strong computer skills that include proficiency in MS Office suite, particularly Excel.
- Ability to communicate clearly and effectively with all levels within the organization.
- Should have Call Center / BPO Experience
- Experience of working on tools like IEX
- Knowledge of various Call Center Reporting Systems would be a plus
Spanish Level: Basic to Intermediate
Job Responsibilities:
- Utilize historical data to coordinate and schedule all TC Flow Operations work activities to meet or exceed KPIs working in a multi-lingual / multi-site operation.
- Use available tools/software(s) (e.g. IEX, Blue Pumpkin) to staff appropriately for all channels.
- Provide recommendations on adjusting staffing levels based on future business needs.
Emphasize & enforce the importance of the CSC Key Performance Indicators & support business processes and decisions implemented by management and the Board. - Identify problems with systems and general toll issues and communicate or escalate these issues to the proper area for resolution. Coordinate with other unit personnel as necessary to resolve issues.
- Manage UCCX skill-based call routing based on Operations requirements/direction.
Regularly communicate with other units to foster an effective team environment and ensure these areas are aware of issues that may impact their area. - Ensures compliance with toll system agreement contract.
- Perform other work as required and assigned.