Job Description

Dear Candidate,
We have a job opening for one of our client for below mentioned position.

Role : Auditor
Experience : 5 to 10 Yrs
Location : Gurugram

Job Title : Senior Internal Auditor

Description :

KEY PURPOSE OF ROLE

To help in the WFM function within CBSfor Consumer operations at a BT Service centre. Planning, Forecasting and scheduling parameters for workforce management, real time analysis of manpower requirements to manage performance to meet service levels. Manage long term forecast /staff plan, workload and required staff in line with overall BTC and CBS strategic goals including but not limited to meeting KPI’s, On-time delivery and high CSAT scores. Manage workforce / workload to meet Business Partnership Agreements with Operations,act as a support function to the Operations team to ensure process SLAs are being met.

KEY RESPONSIBILITIES:

Overseeing intraday management of scheduling procedures, real time analysis of workforce requirements to manage performance to service level requirements
Manage long-term forecast / staff plan and monthly staff plan / budget meeting
Work with human resource, recruitment and training to coordinate hiring and training of new employee resources
Supporting in identifying training needs of individuals and the team.
Oversee communication to new hires on schedule process and Involvement of employees into the scheduling process
Collection, analysis and reporting of the center, process and team/associates performance metrics
Administration of communication to and from Operations and other support departments
Work with training and operations to coordinate multi-skill training for existing agents
Oversee short-term workload forecasting, proactive scheduling of discretionary activities such as training, meetings and overtime
Responsible for maximizing efficiency and occupancy while meeting service objectives
Oversee analysis and reporting of employee performance including schedule adherence
Build shift/rotating patterns in liaison with the Functional Planning Managers
Produce week ahead plans and forecasts for the Real Time team ( deviations and exceptions reports, shrinkage )
Produce impact analysis for Functional Planning Managers (Look for Gaps and shortfalls in service, full analysis and breakdown off the deviations and shortfalls potential risks and jeopardy periods).
Manage and respond to a range of forecasting & scheduling queries from Operational and Functional Planning teams ( general queries )
Provide resourcing plans / predictions in line with the agreed scheduling process
Provide ad hoc forecast and ‘what if’ scenarios for Functional Planning Managers ( actuals run time of day profiles updated and re-run deviations on request )
Recognizes and recommends operational and support improvements
Perform other duties and assignments as directed
Handle escalations where necessary.

ESSENTIAL SKILLS:

Excellent English verbal and written language skills
Good cross-cultural awareness to be able to effectively communicate with UK customers
Good customer interaction skills with the ability to recognise the customers’ needs
Knowledge of WFM systems, preferably Genesys Workforce Manager
Experience in transport planning to agents schedules
Excellent multi-Channel contact centre expérience
Strong Excel skills
Good understanding of BT/India resourcing and HR processes
Proven track record in working successfully in virtual teams
Good self-management
Very good numeracy data analysis and presentations skills
PC literate with good system navigation skills
Good Data input skills
Problem solving
Good MS Office (Excel, Word, Outlook) skills

Department : Finance
Industry : Auditing
Skills : finance

Recruiter Details
Company name : BT
Company discription : BT is one of the world's leading communications services companies. We serve the needs of customers in the UK and in 180 countries worldwide. Our main activities are the provision of fixed-line services, broadband, mobile and TV products and services as well as networked IT services.