WFM cum Report Manager

• Should have exposure to manage multiple Operation/Customer Service platform
• Communication with clients/Operations- periodic review of Performance, managing day to day operations, accommodating client requests.
• Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans
• Review and analyze the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required
• Facilitate business and operational relationship between client and internal teams with effective and efficient communication to ensure accurate and timely delivery daily administration of dialer and related application
• Design, build and maintain campaigns, calling list, filters and extract performance and compliance reports
• Troubleshooting dialer issues and communicating with management
• Ensure optimization of dialer function as well as best use of data
• Ensure that the real-time management team provides the ppropriate real-time guidance and direction and takes appropriate action to meet service level goals and maximize efficiency
• Monitor all agents/staff logged into dialer system to assure staff logged into appropriate campaign to each department group and to maximize utilization of agent productivity while logged into campaigns
• Ensure all work is performed in compliance with company policies as well as local, state and collection/sales laws and regulation
• Ensure optimization of dialer function as well as best use of data
• Ensure that the real-time management team provides the appropriate real-time guidance and direction and takes appropriate action to meet service level goals and maximize efficiency
• Oversee reporting-internal and external reporting and analytics for Member Services
• Offer real time support to team leaders to maximize agent performance and also achieve the desired level of KPI's.
• To report and liaise with aspect team for any technical issue and help in the resolution
• Responsible to set up new campaigns and improve the performance by applying different strategies.
• Preparing performance decks for the accounts aligned
• Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance
• Oversee reporting-internal and external reporting and analytics for Member Services
• Offer real time support to team leaders to maximize agent performance and also achieve the desired level of KPI's.
• To report and liaise with aspect team for any technical issue and help in the resolution
• Responsible to set up new campaigns and improve the performance by applying different strategies.
• Preparing performance decks for the accounts aligned
• Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance