Senior Executive George - Eden
EXL
JOB DESCRIPTION • Generates schedules accordingly to meet the business requirements enabling superior customer service • Monitors all dialer activities and leads while ensuring adherence to strategy • Monitors the inbound queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses • Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing • Reports, communicate, tracks and logs all downtime/system issues and concerns to the right owners and keeps stakeholders updated with progress • Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data • Keeps abreast of best practices for Dialer and Inbound activities QUALIFICATIONS • 12 months minimum experience in Workforce Management • Dialer experience for outbound campaigns a must • Excellent skills in scheduling and real-time time management a must • Strong organizational skills to ensure critical timelines are met • Accuracy and attention to details a must in this role • Detail oriented with ability to deliver project deliverables with little supervision • Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels • Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized • Demonstrate analytical, organizational, problem solving and creative thinking skills • Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems • Flexible and willing to work in shift schedules and during weekends JOB DESCRIPTION • Generates schedules accordingly to meet the business requirements enabling superior customer service • Monitors all dialer activities and leads while ensuring adherence to strategy • Monitors the inbound queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses • Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing • Reports, communicate, tracks and logs all downtime/system issues and concerns to the right owners and keeps stakeholders updated with progress • Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data • Keeps abreast of best practices for Dialer and Inbound activities QUALIFICATIONS • 12 months minimum experience in Workforce Management • Dialer experience for outbound campaigns a must • Excellent skills in scheduling and real-time time management a must • Strong organizational skills to ensure critical timelines are met • Accuracy and attention to details a must in this role • Detail oriented with ability to deliver project deliverables with little supervision • Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels • Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized • Demonstrate analytical, organizational, problem solving and creative thinking skills • Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems • Flexible and willing to work in shift schedules and during weekends
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