Real Time Analyst
5 days ago
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
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