Must have at least 3-5 experience in collection account
Key Responsibilities:
Responsible for scheduling and planning across multiple locations.
Responsible for team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communication among centralized and site teams and leadership.
Preparing of schedules using Erlang for different queues across multiple locations
Resolve escalated issues and requests received from the site management.
Root cause analysis of SLA deviation, action plan development and resolution.
Schedule ADHOC intra-day training/agent movement basis occupancy rates across vendors.
Produce and analyze daily efficiency reports (representative availability, access level etc.)
Attend the centralized and/or site management meetings, as per requirement.
Cater to real time ADHOC requests as per requirement
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