A4 to A5 Or P3 to P4 • Average PMI (last 6 months) /PMS rating 3 and above or last two PMS rating 3 and above (whichever applicable) • Min 2 years’ experience in the current role • No Warning Letter issued in the past 6 months • E-learning mandatory courses certified wherever applicable Responsibilities • Projecting Monthly requirement of employees, taking Attrition, Shrinkage and Idle time into consideration. • Planning and controlling Idle Time to keep it close to targeted time. • Optimizing Answered Levels with the available resources. • Coaching and training WFM specialist and New hires in CMS applications. • Coordinating with Owners of aligned Process for Planning and Strategizing. • Ensuring that the call volumes forecasted for all processes specified are within the spec. • Planning and controlling off phone activities and track with budgets and ensuring the Shrinkage is under control for all processes specified. • Tracking schedule adherence & suggesting areas of improvement. • Monitoring and auditing all reports sent by the TL/Exec to the Client and Operations teams. • Be a part of the Process Think Tank Team. Escalate all Concerns; provide Suggestions on Areas of improvement. • Maintaining a track of Seat Utilization and identifying opportunities to improve the same. • Creating and maintaining reports on various metrics and sharing the same with the all concerned. Key Deliverables • Manage large pool of data. Usage of statistical tools, Ability to spot trends and suggest corrective actions. • Manage the WFM team & ensure all KRA’s are delivered Education • Any Graduate Professional Experience • Over all 4-6 years of relevant experience Graduation