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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Consumer Durables / Electronics |
| Functional Area | Finance / Accounts / TaxSales / BD |
| EmploymentType | Full-time |
- Responsible for the overall management of RPM (WFM) team to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc.- Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance- Ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities- Ensure that the real-time management team is providing the appropriate real-time oversight and takes appropriate action to meet service level goals and maximize efficiency- Oversee reporting internal and external reporting and analytics for Member ServicesEnsure the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format- Provide analytics on trends and use data to identify drivers while continuing to evolve Member Services reporting structure such as Tableau integration- Serve as a subject matter expert and RPM liaison for specific programs and coordinate with operations teams to ensure consistent business / operational goals- Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff is available during peak periods- Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans- Run diagnostic programs to resolve problems.- Review and analyze the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required- Perform other related duties and assignments as required and as assigned by Senior Manager, Support Services.- Responsible to validate the invoices shared by the outsourced partners and share it with CC manager for the approval- Should have a thorough knowledge on the terms and conditions mentioned in the agreement between Swiggy and Outsourced partnerEligibility criteria: 8+ years of Experience in WFM, Currently as WFM Manager or WFM Sr. ManagerGrad / Post Grad can applyExcellent verbal, written and interpersonal communication skills;Must be self-motivator and self-starter;Working knowledge of WFM and handling a TeamExceptional listening and analytical skills;Solid time management skills;Self Driven with attention and follow-throughMust adapt well to change, Shifts and successfully set and adjust priorities as needed;,
Keyskills :
ommunication skills behavioral training external reporting management skills analytical skills corporate liaison team coaching service level interpers root cause performance reviews time management contact center