Real Time Analyst

4 weeks ago

Quezon City, Philippines Tech Mahindra Full time

Overview

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Responsibilities
  • Analysis – Strong Analytical skills
  • Should be able to handle & achieve the departmental requirements
  • Maintaining secrecy of data
  • Knowledge (What the person must know): Understanding of operational process, logical thinking, reporting and analysis
  • Should be open to change, Multi-tasking skills
  • Ability to manage real time queues and skill changes
  • Communication between Team Locations to effectively manage the staff
  • Ensure is able to effectively manage floor discipline
  • Ability to think on toes and take accurate decisions which will help in meeting the service goals
Key Deliverables (KRA/Measure)
  • Meet Real Time Adherence
  • SLA – Service Level/Abandon Rate Targets met on a consistent Basis
  • Real Time Reporting – Timeliness & Accuracy
  • Client Management – Internal and External
  • Ability to work on data and generate various types dashboards, reports/ad-hoc reports required on real time basis
  • Ability to handle high level data analysis and data
Requirements
  • Good knowledge of MS Excel & other MS Office Applications
  • Should have good Knowledge of Avaya CMS
  • Ability to think strategically and work in terms of business opportunity and growth
  • Candidate should be ready to work in a 24*7 environment
  • Ability to handle pressure and a natural go getter
  • Should have minimum exposure in Call Center environment for 2 years
  • With atleast 1 year experience in Real Queue Management
  • Knowledge of Scheduling should have understanding of basics in Scheduling
Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Project Management and Information Technology
Industries
  • IT Services and IT Consulting

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