Aug 2017
Present
WFM Team Leader
Q-Conneqt Business Solutions Limited
Thane (W), IN
· Real time monitoring of service levels for all queues.
· Real time monitoring of agents performance.
· Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
. Sharing real team feedback with the officers and their respective leaders if any one fails to deliver basic KPI i.e. Break deviation, Login and talk time adherence.
· Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
· Have a real time communication with the WFM team and operations when call outs or changes need to be done.
· Update and send reports related to the performance of each site including but not limited to shrinkage and occupancy usage
· Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
· Review team that require real-time assistance to different stakeholders
· Provide assistance to the WFM team as needed
· Real time monitoring of agents performance.
· Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
. Sharing real team feedback with the officers and their respective leaders if any one fails to deliver basic KPI i.e. Break deviation, Login and talk time adherence.
· Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
· Have a real time communication with the WFM team and operations when call outs or changes need to be done.
· Update and send reports related to the performance of each site including but not limited to shrinkage and occupancy usage
· Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
· Review team that require real-time assistance to different stakeholders
· Provide assistance to the WFM team as needed
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