Walkin on 11th Oct
Job Designation : Trainer - Customer Service / collections & Work Force Management (WFM) Specialist
Job Location : Bangalore
Qualification : Any graduate/Post graduate
Shifts : Should be flexible for rotational shifts (24*7)
Experience : 2+ Years experience
Company : Infosys BPM Ltd., Trainer job description
We are looking for a Customer Service / collections Trainer to educate our support, sales and customer service teams by conducting seminars and interactive courses.
Customer Service / collections Trainer responsibilities include facilitating on-the-job coaching, developing educational material and organizing training sessions for new hires.
Familiarity with teaching soft skills like negotiation and problem-solving will be added advantage. Requirements
1. Relevant work experience as a Customer Service / collections Trainer or similar role for minimum of 24+ months with some reputed international contact center.
2. Experience in sales or customer service positions is a plus
3. Knowledge of Learning Management Software (LMS)
4. Familiarity with interactive learning activities
5. Excellent communication and presentation skills
6. Must be a graduate
7. Additional certification in training is a plus
8. Must have handled pressure situations and open for flexible 24 X 7 work environments. Should be open for weekend and night shifts
Job Designation : Work Force Management (WFM) Specialist
Skills : Work Force Management Specialist for Inbound / Outbound Contact Center Job Responsibilities:
Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor, T3, etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.
Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
Compares results to forecast and identify opportunities for improvement.
Provide daily/intra-day performance reports to leadership.
Other related duties as assigned. Experience:
Complete understanding of overall operational activities including phone, email, chat, community and social media support
Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner.
Capacity Planning experience is preferred.
Minimum of two years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment required.
Ability to perform forecasting in a contact center environment and schedule to those needs is a must.
Experience with WFM software (Verint /Blue Pumpkin, IEX, eWFM, etc.) that includes real-time adherence preferred.
Must have handled pressure situations and open for flexible 24 X 7 work environments. Should be open for weekend and night shifts
IMP NOTE Must carry mandatory Documents while attending interview:
Carry a print out of this posting along with your updated resume;
Carry all your Educational & Employment documents;
Last 3 months salary slips. Pointers to note:
Please do not carry laptops/cameras to the venue as these will not be allowed due to security restrictions.
Original Government ID card is must for Security Clearance.