Assistant Manager - BPMI
Job ID: 10111473
Mumbai
Permanent
Hybrid
These roles lead teams in supporting the operation in maintaining the optimal agent schedule design and profile to meet business demands. Ensuring the delivery of exceptional levels of tactical planning, deploying appropriate resource to meet business needs, leading to the consistent achievement of service level requirements .
Job Description
Drive operational performance & efficiency across customer operations
Review, analyse, and present on various elements of planning & performance
Prepare projections and schedules for all campaigns, ensuing advanced out deviations / Intraday plans are optimised and ready for handover for tactical planning initiatives.
Strong communication skills to other stakeholders in the buisness and client counterparts.
Strive to achieve service level goals, deploying course-direct actions where appropriate, and working to continuously highlight & minimise risk To ensure that Schedule Efficiency and productive hours are maximised across segments, including cross site resource requirements, and that this is achieved through a fair and open scheduling process for advisors.
Responsible for the accuracy of the data/information within WFM and planning systems or tools.
Main contact and business partner to operations, managing operational scheduling queries.
About us
Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors.
Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.
