Analyst

Role : WFM - Specialist - RTA

Years of experience: 1+ Years

Location: Nashik

Work Mode: Work from Office

Responsibilities:

• Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%) and adjusts intraday schedule to meet service goals.
• Monitors intraday, makes decisions, provides sound judgement, and consults with operation team for recommendations to improve real time performance includes calling for OT/Time off.
• Produce Real time reports - Hourly/ Daily/ Weekly, Exception management.
• Preparing Dashboards in the CRM tools and should be well versed with skilling/Bulk skilling.
• Produce daily, biweekly, and monthly reports to ensure adherence to planned activities.
• Manage all offline activities, idle time / Report outage, Incident tracking, escalations & produce daily, biweekly, and monthly reports to ensure adherence to planned activities.
• Assist with creating metrics and targets to meet the SLA goals and highlight performance gaps on planned activities and goals.
• Perform analysis of data to surface trends and insights using analytical methods
• Drives changes on the need of the business, acts as a resource and POC during contingency events including weather events, system outages, etc
• Initiates, develops and implements improvements to workflows and processes and participate on special projects.
• Assist with projects and other duties as requested or assigned.

Qualifications/Skillset:• Minimum of Diploma, 10 + 2 or Any graduation• Knowledge in CRM tools like Avaya, In-contact and should be well versed with individual/Bulk skilling.

• Excellent communication skills with ability to interact with external & internal stakeholders.
• Experienced in MS Office tools, especially Excel and PowerPoint, Knowledge in Macros is an added advantage.
• Must be a highly self-motivated multi-task-oriented team member with ability to self-manage tasks to completion within structured timeliness and strong technical documentation skills.
• Must be a team player within the ability to communicate & interact with external & internal stakeholders.
• Problem solving, analytical& logical skills is critical and must have excellent English communication skills

Qualifications

Bachelor's Degree

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