Real Time Analyst

5 days ago

Quezon City, National Capital Region, Philippines Tech Mahindra Full time $40,000 - $60,000 per year

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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