AM Workforce Management - Bengaluru/Bangalore
- Flipkart
- 5 - 10 years
- Bengaluru
- 4 years ago
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Job Description
Dear Candidate,
We are looking for " AM Workforce Management" For contractual role (1 year Based on performance extendable).
Role Summary: Manage the long /short term volume and hiring/ staffing needs for all Partners of Seller Experience team. The Partners here refer to organizations that work with Flipkart by providing support to Sellers on Flipkart Marketplace through call, email and chat interactions
Roles and Responsibilities
Job Description:
- Responsible for driving Service levels for all Partners, across all channels of support i.e. calls, email and chat
- Responsible for ascertaining manpower requirements and also aligning the IT infrastructure assets like IVR ports, telecom trunk lines, seating, and other relevant contact centre facing CRM and telecom assets
- Be the guiding force for the SE business heads by supporting them with planning efficiency reporting and trends that will help them make an informed decision
- Provide input to relevant teams on Product, Tech & Process findings & improvement areas.
- Constantly balancing out effective accessibility for sellers with efficient utilization of staffing and understanding the seller behaviour and calling cycle across geographies, CPS/CTU behaviour across channels and sellers and relevant impact on contact centre L1 & L2 volumes
Desired Candidate Profile
Desired skills and experience:
- Minimum 5 years of work experience in contact centre planning environment
- Bachelors degree in Maths/Statistics/Computer Applications or Bachelors / Masters in any Science disciplines or any other relevant technical discipline will be preferred
- Excellent communication skills
- Strong problem-solving skills
- Ability to Multitask and work on a diverse range of requirements
- Advance Excel Proficiency & Analytics ability
- Experience in documentation, design communication methodologies, scripts etc
- Advanced computer skilfulness using a variety of programs highly desired
- Willingness to work on weekends, and outside of the standard workday
Perks and Benefits
Role : AM Workforce Management
Experience: 5yrs to 12 yrs
Qualification: Bachelors degree in Maths/Statistics/Computer Applications or Bachelors / Masters in any Science disciplines or any other relevant technical discipline will be preferred
Job Locations: Bangalore
Sector - E-commerce
CTC - up to 9.5LPA
Interested candidates can share their updated profile to re****j@fl*****t.com
Job Classification
Industry: Internet, EcommerceFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Voice
Role: Voice
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Any Postgraduate in Any Specialization
Doctorate: Doctorate Not Required
Contact Details:
Company: Flipkart InternetAddress: Kormanagala, BANGALORE, Karnataka, India
Location(s): Bengaluru
Keyskills: Service management Change Management contact centre planning environment Scheduler Genesys Scheduling Forecasting Analytics Blue Pumpkin Workforce Management Real Time Analysis IEX RTA Avaya WFM
Flipkart
Flipkart Internet Private Limited At Flipkart, we have carefully planned policies and programs that advocate basic necessities from annual leaves to insurance policies and even a career break. In short, we are determined to see you succeed. Sound good?
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