JOB PURPOSE:

Team Lead – Real Time Adherence will be responsible for continuously monitoring real

time adherence to identify queues, maintain service levels and Average Speed of

Answer (ASA), identifying unproductive associates and managing areas with usual

calling patterns. Also to support operations to achieve the business objective and

service level objectives by maximizing efficiency and occupancy.

PRINCIPAL ACCOUNTABILITIES:

I. To manage day to day operations:

Shrinkage & Schedule Adherence

 Analyses reports to compare advisors’ actual activities against

their schedules, and reviews a breakdown of adherence activity to

then manage the exceptions.

 Monitors reports when advisors are available for calls and when

they take their lunches and breaks as per predetermined schedules.

 Interacts with and support supervisors and managers from

operations to compare agents’ scheduled activity to the activities in

which they are currently engaged and ensure that they are keep to their

schedules throughout the day. Oversee intraday management of

scheduling procedures, analysis of real time workload requirements,

and call routing to manage performance to service level

requirements.

 Acts as the central point of contact for all schedule exceptions and

time off requests.

 Assures the timely dissemination of reports and information.

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Service Level Management

 Responsible for maximizing efficiency and occupancy while meeting service

level targets.

 Ensures that optimum service levels are achieved within the Contact Centre on

a monthly, daily and intra-day basis in order to drive up service level

consistency performance

 Responsible for real time monitoring, tracking, documenting and

communicating agent activity on multiple lines of business. Ensuring

adherence to schedules and raising alerts in a timely manner in case of

deviations as per laid out guidelines.

 Analyses real-time call trends and reports to scheduling team to make

necessary adjustments to staffing to ensure service levels as well as

efficiency targets are met

AHT

 Combines information on agent AHT with schedules and work-state time

limits, and provides an overall summary of agent work states into one intuitive

screen.

 Monitors the AHT on the floor and ensures the communication is made to

Team Leaders to get agents off wrap and hold in case there is call waiting to

achieve the daily targets.

Outage Management

 Recommends procedural and operational guideline changes to improve

communications and operational efficiency.

 Assists with the diagnosis and resolution of Outage- and capacity-related

incidents and problems.

 Assesses the impact of all changes on the Capacity Plan, and the

performance and capacity of all services and resources and sends the report to

the requisite stakeholder.

 Ensures that proactive measures to improve the performance of services are

implemented wherever it is cost-justifiable to do so.

 Monitors patterns of business activity and service level plans to handle

Outages effectively.

Call Routing

 Tracks performance of call routing strategy and makes recommendations to

improve service levels and efficiency.

 Uses real-time data from Automatic Call Distributors (ACD) to provide agent-

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state information.

 Manages the Skills-based Routing where resources are utilised efficiently so

that customers do not have long wait times for service calls. This also helps to

improve the customer experience by matching the highest skilled agent to the

caller.

 Review routing request to ensure no impact to Customer experience and CC

metrics like forecasts, reporting, etc

 Coordinate & partner with BRT on the routing changes

 Planning Bank Holiday requirements and test plans with Change & BRT

Recommend & coordinate necessary ID changes as per the routing changes

II. To manage Forecasting accuracy:

 Uses forecast reports to help manage intra-day staffing levels and to

determine the most effective methods for staffing levels and to determine the

most effective methods for staffing adjustments.

 Plans based on the forecast report given by the Planning team to process

workloads, schedules resources, manage real-time adjustments to resources,

and analysis required to manage these processes efficiently.

 Prepares a summary that details forecast-to-actual workload variance, the

impacts, and determines if adjustments to future forecasts are necessary.

 Co-ordination with the Planning team to adjust the forecast call volumes

based on the actual volumes as per the requirement

III. To manage the outcome & efforts on the Outliers

 Works on the outlier report and publishes the Outlier dashboard on a

fortnightly basis in a specified format.

 Work extensively with Operations to improve the performance of the outliers

identified.

 Addresses the concerns and queries raised by other functions by coming up

with some action plan which will help in dealing with the issue.

 Track the skillset improvement on each of the outlier parameters to keep a

check on the progress of the outliers.

 Highlights / recommends parameters which may need an inclusion / deletion

from the purview of outlier management.

 Co-ordinate and collaborate with operations and other departments to ensure

smooth functioning of the production environment. Recommend procedural

and operational guideline changes to improve communications and

operational efficiency.

IV. People engagement & performance enhancement:

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 Manages teams & performance of Real Time adherence team by

comparing the planned activity levels of Analysts to actual activity

levels and making necessary recommendations.

 Motivate the employees and help them thrive in a

challenging work environment.

 Ensure that service performance achievements meet or exceed all of

their agreed performance targets, by managing the performance and

capacity of both services and resources.

 Conducts department meetings & establishes specific work

groups & subcommittees as needed by the business.

KNOWLEDGE, SKILLS & COMPETENCIES REQUIRED:

Core Skills and Competencies

Knowledge

 Knowledge of Workforce Management tools e.g. Blue Pumpkin, Aspect, etc. Good

Knowledge of MS Office applications like MS Excel, MS Word, MS Access, etc.

 Understands and has knowledge of key CC metrics such as shrinkage, AHT, etc.

.

Functional Skills and Competencies

Customer Focus

 Consistently places a high value on customers (internal and external) and all

issues and factors that relate to customer experience/ stakeholder expectations

and needs

 Ensures delivery of all promises and commitments made to the customers/

stakeholders

 Has the ability to have difficult conversations with stakeholders constructively

Considers the customer at the forefront of all decisions that are being made and

ensures that value is being delivered to them.

Analytical Thinking, Business Intelligence & Decision Making Skills

 Analyses the current situation, identifies the gaps within and identifies the right

tools to deal with the situation.

 Analyses ways of working to bridge those gaps and decides on the most

optimum methods of going about it.

 Makes major decisions impacting strategic outcomes appropriately and

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effectively.

 Demonstrates ability to make unpopular and difficult decisions when necessary.

Planning & Organizing

 Consistently demonstrates organization orientation and detail orientation.

 Plans and organizes large-scale and long-term projects and strategies that lead

to desired outcomes.

Influencing & Interpersonal Skills

 Builds and sustains relationships with (internal and external) stakeholders and

influence them on decisions impacting the performance of your team.

 Influences stakeholders and team members alike by creating positive

relationships with them in order to achieve company goals.

 Ensures that full support is rendered to all team members in conducting their

day-to-day affairs and all team decisions are supported irrespective of personal

agendas

Achievement Orientation

 In order to follow-through on all commitments to achieve results regardless of

obstacles or adverse circumstances.

 Identifies and acts on removing potential obstacles towards successful goal

attainment

 Follows through on all commitments to achieve results regardless of obstacles or

adverse circumstances.

 Identifies and implements required plans and milestones to achieve specific

business goal.

 Develops plans & strategies, and organizes activities that lead to desired

strategic outcomes.

People Management

Coaching & Feedback

 Provides feedback in timely, constructive, firm and outcome focussed manner.

Ability to coach DRs through their challenges & issues to continuously enhance

performance & behaviours on delivery of tasks.

Performance Management

 Conducts effective and meaningful performance conversations equity and

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emphasis on behaviours and manage team’s performance on a daily basis.

People Management & Development

 Identifies and provides developmental opportunities to team members through

work responsibilities or training.

 Provides opportunities for development (training opportunities &

role assignments) as appropriate to DRs/ team members

 Manages and develops DRs to ensure effective team work and understanding of

stakeholder requirements and needs, and ensure effective performance

 Provides leadership to DRs/ team by modelling high standards of work

performance and ethics

Conflict Management

 Proactively addresses interpersonal and intrapersonal conflicts among team

members by using appropriate resolution style to resolve conflicts.

 Proactively addresses interpersonal conflicts among team members and

positively influences individuals, negotiates and uses appropriate methods to

mediate and resolve conflicts.

EDUCATION & EXPERIENCE REQUIRED:

Education

o Minimum – Graduation

o Working knowledge of MS Excel, MS Power point & MS Word

Experience

 4 years of preferable experience in contact centre industry 3

years experience in the area of Workforce Management

Experience with leading and managing large teams.

Job Types: Full-time, Regular / Permanent

Salary: Up to ₹900,000.00 per year

Benefits:

Provident Fund
Schedule:

Rotational shift
UK shift
Ability to commute/relocate:

Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Experience:

total work: 1 year (Required)