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Home
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Jobs in Gurgaon
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EXL
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Executives

Executives

EXL

1 - 3 years

0 Lacs

Gurgaon Haryana India

Posted:2 days ago| Platform:

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Skills Required

reporting statistics communication excel power cms connect aws erlang reports service metrics staffing resolve collaboration

Work Mode

On-site

Job Type

Full Time

Job Description

The Key Responsibilities Of This Role Will Be

Role:

WFM Reporting Analyst - 2 Position (A1)

Qualification

– Minimum bachelor's degree (Business Administration, Statistics will be added advantage )

Other Requirements

1-3 years of prior experience
Strong analytical skills and proficiency
The ability to thrive in a fast-paced environment and manage multiple priorities effectively.
Must have excellent written and verbal communication skills and detail oriented.

Must Have Excellent Knowledge Of

MS-Excel

Following Will Be Added Advantage

Working knowledge of IQD & Power BI
WFM Tools / Apps - IEX, Avaya CMS, Amazon Connect (AWS) & EGain
ERLANG methodology

Shift:

Night shifts (20:00 – 08:00 IST x Mon-Sun)

Week Offs:

2 Split Offs per week (no fixed off)

Roles & Responsibilities

Basis available online real time reports from various sources:

Monitor and maintain service levels and key metrics in real-time.
Create, adjust, and manage agent schedules to optimize coverage.
Make real-time staffing adjustments to meet service level goals.
Generate and distribute real-time performance reports to stakeholders.
Identify and resolve operational issues impacting service delivery promptly.
Facilitate cross-departmental communication on operational issues.
Ensure adherence to company laid out policies and procedures.
Most of the reporting is being done using MS Excel & Other MS office 365 tools including Collaboration tools

Ctc (inr)

Min CTC 2,50,000; Max CTC 4,50,000

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