HBC Bank is hiring for freshers as Trainee
- Company Name
- HBC Bank
- Company Website
- http://hbc.com/
- Job Role
- Trainee
- Job Type
-
- Fresher
- Job Location
-
- Hyderabad
- Education
-
- BE/BTech
- Branch
-
- IT
- CS
Eligibility Criteria
- Previous workforce management RTA experience required with medium-to-large size contact programs with multiple BPO Partners
- Must have advanced level Microsoft Excel skills – Including advanced formulas
- Contact Center experience is required
- Demonstrates strong business acumen and a track record of success in partnering with business leaders, leveraging strong written and verbal communication skills
- Ability to manage competing priorities and balance multiple projects in a dynamic, fast-paced environment and respond quickly to feedback through iterative design
- Self-starter with strong initiative, energy, and accountability with the ability to work autonomously and in a team environment
- Proficient in Microsoft Office Suite, Google Suite, with a willingness to learn new software as appropriate
Job Description
- Is responsible for managing and ensuring that the service level agreements are met across all channels
- Drive real-time adherence to expected capacity against actual performance to achieve SLA and metric goals
- Partner with the local BPO RTA team to execute real-time adjustments to the plan based on unexpected changes in staffing and volumes
- Implement creative real-time approaches that will allow sufficient coverage across multiple channels and create efficiencies
- Communicate changes to incoming contact patterns to the broader WFM team
- Utilize Omni-Channel routing and skilling where appropriate
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