Jr. Executive - WFM (Generic) Full-time Job

Monitor queues/skills real time to ensure key metrics like SL, AHT and abandon targets are met

Ensure schedules are followed and breaks are adhered to

Minimize variations between delivery and plan

Minimize leakages through system downtime, cab delays, tardiness etc.

Prepare and maintain reports showcasing Interval level performance, daily/weekly/monthly performance reports etc.

Ad-hoc reporting of metrics

Perform RCA for any misses and provide insight to all stakeholders

Adjust schedules to meet requirements on a real time basis

Report deviations, Plan vs. Actual and it’s implication.