"Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights

We pride ourselves on being the fastest, most precise way to realize a travel plan, no matter the distance or complexity. We are the preferred partner of some of the worlds biggest technology companies, airlines, hotel chains, and car rental companies. Together with them, we work closely to meet the growing demands of our customers

Role & responsibilities

• Working in line with WFM Leaders and Operations in terms of Queue monitoring, raising red flags, highlighting defaulters and areas of improvement (Significant variations from volume forecast, AHT assumptions, and shrinkage factors)
• Drive real-time management performance for In-house contact centers and Vendors
• Drive skilling and priority changes for In-house contact centers and Vendors
• Oversee agent performance from all teams/sites
• Would constantly monitor, track, document, and communicate real-time floor activities in terms of adherence to process defined Absence/AUX/ACW/BREAKS & SHIFTS
• Responsible for approving and plotting real-time schedule exceptions, and in creating accurate, timely, and relevant intraday reports
• Simulating different scenarios, developing contingency plans for unexpected events and invoking those plans when required
• Respond to Operations requests accurately and in a timely manner
• Manage any outage and bridge calls with operations and internal technology teams
• Ability to conduct root cause analysis and provide operational actions
• Publish intraday reports and attendance at regular intervals
• Recommend overtime requirements
• Provide ad-hoc data and analysis on requests

Preferred candidate profile

• Minimum 2-3 years of experience in WFM
• Excellent written and verbal communication
• Strong interpersonal skills to facilitate cross geographic interaction
• Proficient in using MS Office applications (MS-word, Excel) & Google Sheets
• Good analytical skills
• Knowledge of WFM tools (Genesys) will be an added advantage
• Adaptable to learn new processes, concepts, and skills
• Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail
• Qualification : Undergraduate - Diploma / HSC pass (10+2)
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• Contact - Luvella Silveira
• Please contact the HR on the mobile number mentioned below.