Aditya Birla Group Recruits Freshers

Job Description:
JOB PROFILE: SCHEDULER

Managing Matrices

Ensure following matrices are met at all times:
Schedule Adherence
Agent Occupancy and Utilization

Knowledge/Skills:

Thorough knowledge on contact center or customer service operations
Knowledge on WFM Tool, ACD reporting, Automatic call recording and monitoring system
Good at customer service skills
Strong working knowledge of Microsoft Word, excel, PowerPoint, Access and other applications
Good team player; must possess strong interpersonal skills. Should also have good managerial skills.

Long term Forecasting and capacity planning

Create annual volume and staffing forecasts.
Maintain and manage recruitment/ramp plans well in time to meet the required staffing
Optimization on seat allocation to programs and maintain updated floor plan at all times
Accurately predict shrinkages and incorporate the same into the staff plan
Ensure Accuracy of forecasts and track deviations
Ensure that ramp plan is executed as per timelines. Track progress from staffing, seat allocation, logistics and change management perspective and highlight any deviations
Short term planning and management

Maintain internal forecasts, track forecast accuracy
Monitor Scheduling efficiency; recommend shift changes, break management, hours of operation etc. to meet the optimum utilization of agents and seats
Monitor schedule adherence, ensure that offline activities/absenteeism is within the shrinkage thresholds
Ensure that contractual requirements and matrices are met as defined. Do root cause analysis in case of any deviations and continuously work on action plans to improve the same.
Experience
Should be a Graduate At least 1 year of call center experience Background in statistics or mathematics is preferable Basic MS Office skills are required Knowledge of a scheduling software such as IEX, Blue Pumpkin or Aspect is an advantage

JOB PROFILE: RTA

Service level tracking and takes corrective action plan, if required.
Monitoring IEX and escalate agents out of adherence to the TL’s for corrective action.
Processes exceptions raised by floor and updates the same in IEX
Technology Related Issues and Outage Management
Schedule Bidding Management??
Shift Swap management??
Reports like -
Service Level related
Agent Performance related
Schedule Adherence
Schedule Attainment
Attrition / Absenteeism



EXCEPTIONS & COMPLIANCE

Exceptions:
Modifications made to IEX to reflect the floor reality.

Compliance:
A measure of how correctly IEX is reflecting the floor reality.

Supervisor can raise exception in the following situations:
Absenteeism (Scheduled/ Unscheduled)
Leave – Unplanned
Attrition
Late (initially or even after breaks)
One-on-One (TL or Quality Analyst)
Updates or Briefing
Technical Issue (Login id not working, down time etc)


EXCEPTION PROCESS

The exceptions are raised by the Team Managers

The RTA Team analyses the timings based on service level and scheduled numbers available on Phone

If the exceptions are raised when the service level is with in the desired values they are approved or else rejected by the RTA Team


SCHEDULE ADHERENCE

Agents will have access to view their weekly / daily schedules on their desktop
Agents need to come into work based on start time and end time of the shift in the schedule
Further, agents need to manage the different break timings in their daily schedules
RTA will monitor for variance in these agent schedules on a real time basis
RTA will be responsible to ensure all agents adhere to their specific schedules
Any deviation from the schedules need prior approval from the podium / command centre

SKILLS REQUIRED

10+2 is a must. Graduate will be preferred
Basic MS Office skills are required
Knowledge of a CMS software such as Avaya, IEX or Symposium is an advantage

About Company:
With over 26 years of experience, Aditya Birla Minacs provides customized business process outsourcing (BPO) solutions focused on three core areas of capability: contact center solutions, integrated marketing services and knowledge process outsourcing. The company combines expertise in these areas to improve revenue, customer service and operating margin for Fortune 500 clients.

Minacs has more than 12,000 employees at locations in North America, Europe and Asia and has established successful industry practices with clients in the automotive, banking, financial services, insurance, telecommunications and technology verticals.


Aditional Information

Experience: 0 - 4 years

Education: Any graduate

Job Category: Call Centre, BPO, Customer Service

Job Location: Bangalore

Key Skills: scheduling,WFM,avaya,bluepumpkin

Industry: IT Enabled Services

How to Apply:
Click here to Apply