Etraveli Group
Location
Mumbai | India
Job description
Etraveli Group
is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc. Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2000 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Major offices in Sweden (HQ), Canada, Greece, India, and Poland Duties & Responsibiliti es: Working in line with WFM Leaders and Operations in terms of Queue monitoring, raising red flags, and 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 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 Requirements : 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 SheetsGood 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) Diversity disclaimer : At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensuring equality and promoting diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.Job tags
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