Process Specialist - Associate Workforce Management

PROCESS SPECIALIST - ASSOCIATE WORKFORCE MANAGEMENT

Responsibilities:

• Conducts training for the team to ensure right skilling.
• Supports the TL by training people on the process - part of the growth plan to ensure high E-SAT
• Supports the TL in daily huddles and provides input on the process to the team to ensure delivery productivity.
• Executes transaction processing in order to meet quality standards.
• Conducts QC and QA programs as part of the quality plan in order to ensure adherence to process steps.
• Handles/helps resolve escalations at the process level to ensure high customer satisfaction.

Qualifications:

• BACHELORS DEGREE (ANY COURSE) WITH AT LEAST 18 MOS TO 3 YEARS EXPERIENCE IN WORKFORCE MANAGEMENT (ASSOCIATE)
• PREFERRED: WITH FORECASTING, SCHEDULING, AND CAPACITY PLANNING. REQUIRED: EXCEL PROFICIENT. RTA BACKGROUND. BPO OPERATIONS BACKGROUND