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- Monitor Volume flows and agent adherence in real-time using telephony systems and tools
- Raise alerts to Stakeholders on deviations from the schedules, Target & misses on SLA metrics
- Ensure Agents meet their assigned work and proactively communicate the challenges/issues
- Prepare & deliver daily service levels, adherence/non-adherence reporting to management on volume, average handle time, schedules (shift, training), Shrinkage, utilization, employee activity (on all efficiency metrics)
- Analyze daily efficiency metrics reports and communicate non-adherence/calls/anomalies to management
- Handle employee access activation/deactivation activities
- Manage movement of agents from call center to back office and vice versa
- Handle onboarding and off-boarding activities for permission management
- Raise tasks for any issues related to tools, data-related issues, or for any variation from BAU.
- Attend daily client and internal calls to support day-to-day issues
- Work closely with Operations for daily, weekly & monthly reports
- Conduct root cause analysis on any discrepancies or deviations from the standard process.
- Provide insights on existing data to internal/external stakeholders
- Identifying the process/queue by team/agent wise volume variations and alerting the respective stakeholders proactively
- Process all unplanned changes/adjustments to the schedule: call outs, late, and other Training/Nonproductive activities
- Determine the potential impact of changes and make necessary modifications
- Determine causes for agent activity that deviates from the schedule, and work with supervisors to meet and exceed adherence goals
- Deliver daily reporting detailing drivers for SLA misses
- Advanced MS Excel knowledge, VBA (macros) is must-have.
- Experience in a data analyst or real-time analyst role.
- Good knowledge of Workforce management processes/Process Improvement techniques Proven track record of collaborating with cross-functional groups to produce results
- Must be able to accept/express accountability and immediately implement constructive feedback
- Good knowledge of overall business and a willingness to continually learn/adapt
- Excellent analytical thinking
- Ability to assess process requirements and show resiliency under pressure
- Communicate effectively with people across the organizational unit and all levels of Leadership Interpersonal skills and ability to build and maintain relationships
- A positive ‘can-do attitude
- Outstanding verbal and written communication skills required
- Competent with Microsoft Office Suite
- Able to prioritize and manage daily productivity with limited supervision
- Ability to work in a fast-paced environment to effectively meet deadlines
- Flexible for morning / afternoon/ evening shifts to ensure coverage of process needs.
- Ability to remain calm and professional under pressure
- Highest level of professionalism, self-motivation, and sense of urgency
- Ability to follow complex methods and procedure
- Power BI, SQL knowledge is plus
- ID: #43310760
- State: Texas Richardson 75080 Richardson USA
- City: Richardson
- Salary: Depends on Experience
- Job type: Contract
- Showed: 2022-06-19
- Deadline: 2022-08-16
- Category: Et cetera