WFM Executive

A1 to A2
•    Average PMI (last 6 months)/PMS rating 3 and above
•    Min 1 year in current role  
•    No Warning Letter issued in the past 3 months
•    E-learning mandatory courses certified wherever applicable
 

JOB RESPONSIBILITIES :
•    Responsible for the generation, collation & Updating reports and IDs 
•    Monitoring the CC pulse and highlight real time issue to Ops Head
•    Updating Dashboards. (with 100% accuracy)
•    Generate and maintain all process and client related reports.
•    Maintaining forecast accuracy between the set targets.
•    Design, create and deliver outbound dialling projects based on the dialling platform.
•    Manage on going existing campaigns on Genesys dialling platforms.
•    Constantly review dialler & data performance and develop & recommend strategic changes to the contact strategy to improve contact ability and overall campaign performance against targets.
•    Establishment and monitoring of dialler related KPIs.
•    Liaise with the business MIS team to develop and deliver reporting & insight into the live and historical dialling & performance of the contact strategy.
•    Ensure adherence to TRAI dialling Guidelines and dialler regulations.
•    Analyse demographic and data trends to provide the intelligence behind future contact strategies.
•    Interact and add value with our clients and internal Ops Team around our data and dialler strategy and performance.
•    Manpower forecasting on coordination with Operations.
•    Monitor SLA to ensure that the same is running at an optimum level.
•    Maximize utilization of manpower.
•    Monitor and Track Shrinkage.
QUALIFYING CRITERIA :
•    Should be a confirmed employee of CBSL and should have completed 6 months in the existing role.
•    Should have the average PMI of 3 & above for last 3 months.
•    Should have minimum of 12 months of total work experience.
•    No disciplinary issue in last 3 months.   
•    No NCNS in last 3 months.
•    Graduate/Undergraduate can apply
PERSONAL SPECIFICATION
•    MS-Excel knowledge would be Mandate.
•    Knowledge in MS-Access & MS Power, point would be an added advantage.
•    Keeping confidentiality of reports.
•    Should be able to handle multiple clients, roles, & requirements.
 

Graduate/Undergraduate

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe. 

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise.  Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.  

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day.  We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.