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Group Manager
2 weeks ago
'Process related experience:Hands on experience in Forecasting, Planning, SchedulingAble to work on MS-Office –Excel, Word & PPTs
Has worked on at-least one WFM tool like IEX, Aspect, Blue-Pumpkin etc.
Exposure to at least one of the Voice ACD tools like Avaya CMS, Nortel, Genesys etc.
Excellent verbal & written communication & presentation skills
Good Interpersonal & people management skills with problem solving approach.\
Aware about COPC Certifications/Audits.
Hands on experience in Invoicing.
Aware of Quality tool LEAN, Six-Sigma.
Preferably Lean and Green belt certified
Demonstrate Customer Service Skills.
Responsible for managing team or can be an Individual Contributor Role
Ensure accuracy and timeliness of deliverables for the respective Vertical/Accounts aligned.
Assist Operations and Client in Forecasting & Capacity Planning needs.
Resolving First-level escalations & assess customer's needs
Motivating Team through effective management, career development.
Analysis of reports including process dashboards & initiate appropriate action plans.
Supporting the Ops/Stake holders on internal and client calls, ensuring value-added inputs are shared.
Ensure effective planning of Volumes, Resources (Capacity planning and staffing.
Maintains customer-oriented approach and focus on key deliverable areas.'
QualificationsGrade 12
Experience: 5-7 year and Above
Educational Qualification: Any Graduate/Post Graduate'
Additional InformationUS Night shift 24/7
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