Senior Analyst

Personiv

1 - 5 years

1 - 5 Lacs

Mumbai Maharashtra India

Posted:1 day ago| Platform: Foundit logo

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Skills Required

Real-Time Queue Management SLA tracking and adherence Call/chat volume monitoring

Work Mode

On-site

Job Type

Full Time

Job Description

Summary of Duties:

The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.

Main Responsibilities:

Manage the callChat volume, daily attendance and program break schedules
Assist with creation if metrics and targets for services
Work closely with the operations team to analyze and help improve their delivery processes
Generate ideas for process and service improvement planning
Produce daily, biweekly and monthly internal reports
Assist with projects and other duties as requested or assigned

Skills and Qualifications:

Must have Microsoft Excel skills
Ability to create reports in Excel and forecast results
Attention to detail and high level of accuracy
Ability to multi-task, focus and complete reports for extended periods of time
Previous call center experience required
Previous Work Force Management experience required

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