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WFM Supervisor/Coordinator- Work from Home

Company: IGT Solutions
Location: Knoxville
Posted on: June 10, 2021

Job Description:

Job Title: WFM Supervisor/Coordinator- Work from Home

*IGT Technologies Inc.

*IGT is a leading global pure-play Travel Technology organization, providing integrated services and solutions to travel corporations worldwide in the areas of Information Technology (IT), Business Process Management (BPM) and Digital Services & Solutions.

IGT's service offerings cover the entire business operations & technology spectrum of the travel and hospitality domain.

We employ more than 13,000 professionals across its businesses & delivery centers. IGT is an ISO 27001:2013, PCI DSS 3.2.1 for both IT & BPO vertical and IT vertical is CMMI Level 5 certified.

The Organization follows Six Sigma process aimed towards zero defect solutions & process improvements.


Job Responsibilities:

Responsible for real time adherence for interval compliance as per process SL

Generating and publishing Reports as Hourly/Daily /weekly/ monthly basis as per the business demand

Highlighting red flags/ irregularity on real time basis on AHT/Shrinkage/Breaks/long calls/short calls etc. on real time basis

Creating reports and template as per process requirement as ad-hoc responsibility

Design and establish new MI reporting modules

Must have an experience in Advanced Excel with working experience in MS Excel - 2010

Knowledge of preparing agent rosters on weekly/monthly basis

Knowledge of work force management as forecasting, planning or scheduling would be preferred.

Knowledge, Skills, Other Abilities:

Min. 3 Yr. of experience as Real Time Analyst / Workforce Management Analyst / Workforce Development/ Workforce Manger in BPO or Call Centre industry.

Experience in advanced excel

  • Strong verbal and written communication skills.

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

Keywords: IGT Solutions, Knoxville , WFM Supervisor/Coordinator- Work from Home, Other , Knoxville, Tennessee

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