Mega Walk-In at TCS Kolkata Hiring for Customer Service - Workforce Manager on 14 December 2024 (Saturday).

Job Summary:
Role : Customer Service - Workforce Manager
Experience : 4 to 8 years
Job Location : Kolkata

Venue : TATA CONSULTANCY SERVICES Gitanjali Park, Street Number 368, Action Area 2F, New Town, West Bengal, 700135
Timing : 09:30 AM to 12:30 AM

Eligibility :

- Minimum 15 years of regular, full-time education (10 + 2 + 3 Bachelors/Graduates)
- All candidates should be comfortable with Rotational Shift / Split or Rotational Week-off / 5 Days Work From Office

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Customer Service - Workforce Manager :

job description

:

Will execute capacity ramp up and ramp down across all LOBs
Drive productivity and cost efficiency by systematically challenging operations teams across multiple geographies.
Should possess a strong analytical background that enables him/her to analyze and standardize workflow activities across his/her team.
Will experience a wide range of problem-solving situations, ranging from short term to strategic to decisions requiring use of data collection and analysis.
Should have a track record of successful relationship management, with experience generating and managing plans, reports, and analyses.
Mitigate capacity risks by identifying dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track expectations.
Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.

Person Specification:

Competencies/Skills:

Excellent knowledge of Excels & Macro
Understanding of latest industry wide known WFM practices for both Voice/Non Voice & BO operations
Good communication, interpersonal skills
Multi Tasking

Qualifications:

Essential:

Graduation in any stream

Desirable:

Prior 24 - 48 months experience of Customer Service & Operations Management in ANZ Utilities & Voice / Blended Operations

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Mandatory Requirements (How to generate your EP ID):

EP ID is mandatory for eligibility of the interview. Follow the below steps to register and mention the EP ID on your resume.

• Step 1: Visit ibegin.tcs.com/iBegin/
• Step 2: Click to login.
• Step 3: Click New user (Register with us).
• Step 4: Select "BPO" in areas of interest and complete the registration (Fill the details).
• Step 5: Once completed, your EP ID would be generated which starts from EP2024CNXXXX.
• Step 6: You will receive the EP ID on your personal e-mail ID.