Assistant Manager WFM
Convergys - India
Total years of experience :7 years, 6 Months
Working as Scheduling and Planning Analyst in WFM, wherein I am responsible for the planning and scheduling of the agents of the assigned LOB, to accommodate their shift preferences, make sure that right number of people with right number of skills are available at the right place at right time.
assigned agents and then conduct coaching sessions with the agents on the basis of their quality score(polish/encourage them up to work well), also share the quality report with their managers and upline manager.
To handle the transactions related to the technical issues that customer facing with their apps and devices. Escalate the issue to development team if required.
handle the transactions related to the technical issues that customer facing with their apps and devices.