Jobs @ IBM Daksh

Chandigarh

Graduate with 3-4 years of experience
Exposure in Scheduling,MIS,Head count planning & Capacity planning
1-2 Years experience in the Inbound call centre workflow management
Exposure in Handling Leaves, Absent on duty

Graduate

• Would be responsible for managing break adherence and scheduling on a daily basis
• Would be responsible for analyzing trends and daily MIS to Track Leakages in the System
• Would be responsible for monitoring the Agent Staffing on a daily basis.
• Span 20-50 CCS, Night Shifts

• Night shifts
• Ability to manage the staffing based on the call arrival patterns
• Ability to understand the Dynamics of the Inbound Call center Metrics
• Knowledge of the MIS function

Chandigarh

Science/Commerce Graduate with minimum 3-4 years of exposure to Service Sector or IT/ ITES with 1-2 years in managing a Quality Team
Experience of six sigma projects and their implementation

An engineering/post graduate background preferred

• Manage Quality initiatives with emphasis on continuous improvement in operating results and strengthening of underlying processes
• Manage a team of Quality Evaluators with their performance management
• Track and report performance of the quality team and drive productivity score of various projects on a regular basis
• Work with Project/ Functional Leads to optimize the quality of the assigned projects by recognizing, enhancing and sharing the best practices
• Carry out quality audits and ensure that the quality systems are being implemented consistently and effectively

• Critical thinking
• Decision-Making
• Drive and persistence
• Stress tolerance
• Learning & Change Orientation
• Customer / Quality Focus

Chandigarh

1-2 Years experience in the Inbound call centre workflow management

Graduate

• Scheduling & MIS
• Handle Leaves, AOD
 
• Head count planning
• Capacity planning
 
• People Management/Career Pathing of WFM Team

 
• Would be responsible for managing break adherence and scheduling on a daily basis
 
• Would be responsible for analyzing trends and daily MIS to Track Leakages in the System
 
• Should understand the Dynamics of the Inbound Call center Metrics
• Would be responsible for monitoring the Agent Staffing on a daily basis
• Must have relevant Knowledge of the MIS function
• Good analytical abilities
• Experience in handling a Scheduling software

Chandigarh

6 Months-1year experience in MIS/WFM

Graduate in any stream

 
• Scheduling and MIS Call queue management
• Roster scheduling
• MIS Excel reports and Data Management
• Attendance/leave management
• Should be willing to work in 24x7 environment

 
• Should understand dynamics of inbound call center metrics
 
• Would be responsible for managing agent staffing on daily basis
• Must have relevant knowledge of MIS function and reporting tools
• Ability to work with and influence multiple stake holders
• Good analytical abilities

Chandigarh

2-4 years experience as a Trainer
Travel experience is must

Graduate in any stream

• Training new hires on Product & domain knowledge.
• Should be willing to work in 24x7 environment

• Must have excellent communication and people management skills
• Should possess relevant Travel industry exposure.
• Excellent content development abilities and expertise
• Good analytical abilities

Chandigarh

1-3 Years

Graduate/ Post Graduate

• Training batches on linguistic capabilities
• Monitoring performances and providing feedback
• Conducting refreshers.

• Strong administrative skills
• Strong communication (verbal and written), presentation and influencing skills
• High level of maturity and ability to interact with stakeholders at multiple levels. Maturity
• Initiative / problem solving skills
• Interpersonal skills
• Research & design for training and development
• Customer Service, Telephonic Skills, and Listening Modules with games, Empathy Module Etc
• Customer Focus