Time and Venue
19th July , 12.30 PM – 5.00 PM
Equiniti India Pvt Ltd 10th Block, 8th Floor, DLF IT Park, Mt Poonamallee High Road, Ramapuram, Chennai – 600089
Contact – M Priya D
High Level Summary:
The Contact Center Planning Associate will provide real-time support to the Contact Center, improving overall queue performance management. You will work across the business to achieve operational goals by reviewing service performance and drivers, identifying plan discrepancies in real-time results, and performing root cause analysis. You will also provide recommendation to the business to maximize effectiveness and realign resources for optimal performance.
Essential Functions/Responsibilities :
Monitors contact center service indicators and initiates real-time action plans with business partners.
Communicate with Phone CSRs on regular basis for activity alerts and status changes as needed.
Tracks and reports on CSR attendance and adjusts staff schedules as needed.
Performs adjustments, maintains daily logs, and monitors phone agent adherence to schedule. • Tracks PTO requests
Schedules off-phone events through supervisory discussions and queue assessment.
Assists in preparing other WFM reports as needed.
Updates CSR profile information in telephony and workforce management applications.
Identify process gaps and opportunities for increased service levels.
Report information to leadership and provide solution recommendations.
Maintain working relationships with leadership and business partners, ensuring their support needs are met.
Education Requirements :
High School Diploma
Experience Requirements :
1+ years Customer Service/Contact Center experience or workforce management experience
Previous financial service industry experience
Skills and Abilities :
Proficient with MS Office applications, especially Excel.
Ability to take initiative, seek out root causes and explain business performance.
Ability to think clearly and act positively under pressure.
Ability to navigate multiple computer systems, applications and utilize search tools to find information.
Excellent organizational skills and ability to balance several on-going projects simultaneously.
Clear communication skills and ability to deliver oral presentations with confidence.
Knowledge of call center management calculations, technologies and key performance indicators.
