Freshworks Looking for Executive – Workforce Management (Customer Support) at Chennai, T[...]

Freshworks; Chennai; On-site; INR 3,00,000 - 6,00,000; Full time

Job summary

Join a dynamic and innovative company where you can thrive as a Workforce Management Executive! In this role, you will play a crucial part in ensuring exceptional customer and employee experiences through effective real-time management. Your expertise in forecasting and scheduling will be key in optimizing resources across multi-department operations. With a collaborative team environment and a commitment to diversity, this is an opportunity to grow your skills and make a significant impact. If you are adaptable, analytical, and ready to take on challenges, this position is perfect for you!

Qualifications

• Graduation is mandatory, preferably in Mathematics or Statistics.
• 6 months to 2 years of experience in IT/ITES environment.

Responsibilities

• Provide real-time monitoring and adjustments to maximize resource efficiency.
• Manage scheduling and attendance to ensure adequate resource coverage.

Skills

MS-Excel

Analytical Skills

Communication Skills

Workforce Management Concepts

Customer Support Knowledge

Flexibility/Adaptability

Education

Graduation (Mathematics/Statistics preferred)

Tools

CMS Avaya Supervisor

eWFM

IEX

Genesys

Job description

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies — from startups to public companies — around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Freshworks has received numerous accolades including 2019 Startup of the Year from Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation.

Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose and passion, irrespective of their background, gender, race, sexual orientation, religion or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities and our business.

Job Description

The Workforce Management Executive will be part of the Freshworks Support Operations Team.

The Workforce Management Executive is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives.

Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department support operations.

The ability to create forecasting and scheduling to that forecast is crucial. This position requires working on night shifts and weekend availability as business needs arise.

• Provide real-time monitoring via available tools (Freshworks) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals/business objectives.
• Assign / Monitor Tickets to Product specialists based on the internal incident management process.
• Report call/Chat/Ticket volume forecasts on a daily, weekly, monthly, and annual basis for site operation.
• Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
• Analyze PTO submissions and approve/deny them based on their effect on operations.
• Manage changes to scheduling to ensure adequate daily resource coverage.
• Provide analytical support for special projects.
• Collaborate with Support Operations Management on identifying opportunities to further optimize our workforce.
• Make follow-ups and ensure call outs on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery.

Qualifications

Educational Background

• Graduation Mandatory – Preferably Mathematics, Statistics background will be a plus.

Professional Background

• 6 months – 2 years of work experience in an IT / ITES environment.
• Good understanding of office workflow – mails, policy adherence etc.

Knowledge And Skills

• Good Aptitude.
• Strong knowledge in MS-Excel.
• Good Communication skills.
• Basic knowledge in WFM concepts and Customer Support, General Operations.
• Working knowledge of related tools such as CMS Avaya Supervisor/ eWFM /IEX /Genesys is preferred.

Competencies Traits

• Analytical Skills.
• Fast-paced / multitask.
• Flexibility/Adaptability and willing to work in rotational shifts.
• Focus on Metrics.
• Teamwork.
• Work Ethics.

Should be flexible working in shifts.

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.