Lead WFM

From 4 to 5 year(s) of experience
₹ 4,00,000 - 6,00,000 P.A.

Job Description

Roles and Responsibilities

Roles and Responsibilities:

1. Minimum 4 5 Experience in WFM / Call Centre Inbound Process

2. Minimum 2 – 3 year people manager experience

3. Graduate in any discipline

4. Excellent knowledge of MS Office (SQL preferred)

5. Experience on Aspect & Genesis tool preferred

6. RTM.

a. Keep a track of real time monitoring of all the sites and publish hourly report of all the sites.

b. Provide all the adhoc requirements of the sites and all stakeholders whenever needed for smooth functioning of the process.

c. Co-ordinate with sites to solve their issues, if any, by taking regular follow ups.

7. MIS

a. Keep a track of all the reports getting published from our MIS team, make sure the reports are correct and all the partners.

b. Any mis-match in the MIS reports is corrected by regular follow ups and make sure it is updated in next release.

c. Any change require, coordination is done with MIS/IT team and the closure is done within time frame.

d. All the site adhoc requirements like Skill alignment, Primary & Secondary ID creation, DT validation, etc, are taken care with coordination.

e. Getting the certified list of agents from quality for IB & OB so that the billing is done appropriately

Role:Quality Specialist

Salary: 4,00,000 - 6,00,000 P.A.

Industry:BPO / Call Centre

Functional Area:Quality Assurance

Role Category:Business Process Quality

Employment Type:Full Time, Permanent


UG:Any Graduate

Company Profile

DishTv India Limited

Asia's largest Direct to Home Entertainment Company DishTV is the pioneer when it comes to digital entertainment. The innovative offerings and revolutionary features of DishTV have earned it a prestigious place of being Worlds third largest DTH company.

Company Info
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Contact Company:DishTv India Limited