Channel Operation Executive (CCD WFM)
Telenor
Total years of experience :15 years, 8 Months
Real time Traffic monitoring & Skill based routing and generating alarm of unscheduled aux and less logins to OSP’s nationwide. Coordination with IT and solution providers for formulation, acceptance and validity of various call center reports. Monitoring Nation Wide Originated Traffic (Load Balance on Different Location).Analyzing traffic volume for determining the staffing requirement with planning team. Daily, weekly and monthly Call Center reporting and analysis to higher management and highlighting the issues faced during the reported period.
Developing KPI’s for different department based upon their workload Analysis. Creating daily weekly and monthly performance Analysis, changing the course of actions as per business demand. Business care, absenteeism, Shrinkage and annualized turn over. Provide guidance and assistance to new or less experienced staff. Manage the workforce team to obtain desired performance. Contingency planning (for known and unknown events) includes resource planning, shift timings optimization and backup planning. Coordinate with HR on hiring and Recruitment requirement. Analyzing traffic volume for determining the staffing requirement. Responsible for weekly/monthly schedule for over 500 people of staff, including SE (sales executive), Ops, QA, Traffic and T&D.
Forecasting workloads, forecasting resources required to process workloads. Scheduling resources, managing real-time adjustments to resources. Collection and analysis and reporting of historical performance statistics. Development and management of direct reports. Direct the work of the workforce management team to meet set service level goals. Analyzing traffic volume for determining the staffing requirement.
Ensuring strict adherence to achieve business goals as per Client’s requirement. Ensuring breaks distribution to call center agents, maintaining call center attendance and assigning alternate tasks to agents, maintaining STR (Shift Traffic Report) etc. Generating Daily, Weekly or Monthly reports when required or on request.
Support line managers to effectively manage individual and team performance.
Responsible for providing support to DSL subscriber’s inbound quires. Having hand on
experience on DSL technologies like TRACER, CRM, B-RAS and DSLAMS etc. Also knowledge of configuration Wireless LAN devices, Static IPs and IP camera.