TCS [Kolkata] hiring for the role of [Customer Service - Workforce Manager]
Job Summary:
Role : Customer Service - Workforce Manager
Experience: 4 to 8 years
Job Location: Kolkata
Eligibility:
- Minimum 15 years of regular, full-time education (10 + 2 + 3 Bachelors/Graduates)
- All candidates should be comfortable with Rotational Shift / Split or Rotational Week-off / 5 Days Work From Office
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[Customer Service - Workforce Manager]
Job Description:
- Will execute capacity ramp up and ramp down across all LOB’s
- Drive productivity and cost efficiency by systematically challenging operations teams across multiple geographies.
- Should possess a strong analytical background that enables him/her to analyze and standardize workflow activities across his/her team.
- Will experience a wide range of problem-solving situations, ranging from short term to strategic to decisions requiring use of data collection and analysis.
- Should have a track record of successful relationship management, with experience generating and managing plans, reports, and analyses.
- Mitigate capacity risks by identifying dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track expectations.
- Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.
Competencies/Skills:
- MUST HAVE Forecasting, Scheduling and Capacity Planning Hands-On Experience.
- Excellent knowledge of Excels & Macro
- Understanding of latest industry wide known WFM practices for both Voice/Non Voice & BO operations
- Good communication, interpersonal skills
- Multi Tasking
Qualifications:
Essential:
- Graduation in any stream
Desirable:
- Prior 24 - 48 months experience of Customer Service & Operations Management in ANZ Utilities & Voice / Blended Operations
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Mandatory Requirements (How to generate your EP ID):
EP ID is mandatory for eligibility of the interview. Follow the below steps to register and mention the EP ID on your resume.
· Step 1: Visit https://ibegin.tcs.com/iBegin/
· Step 2: Click to login.
· Step 3: Click New user (Register with us).
· Step 4: Select "BPO" in areas of interest and complete the registration (Fill the details).
· Step 5: Once completed, your EP ID would be generated which starts from EP2024CNXXXX.
· Step 6: You will receive the EP ID on your personal e-mail ID.
