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Ushta Te Consultancy Services LLP logo

Support Operation Analyst

3 - 7 years

0 Lacs

karnataka

Posted:3 days ago| Platform: Shine logo

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Skills Required

r python sql data analysis visualization scripting communication skills workforce management wfm tool automated solutions scheduling principles workforce management concepts collaboration skills

Work Mode

On-site

Job Type

Full Time

Job Description

You should have 3-5 years of experience in a data-driven role, preferably within a contact center or operations environment. It is essential to have experience with a Workforce Management (WFM) tool like Aspect, IEX, Calabrio, or Verint. Your expertise should include data analysis and visualization, with proficiency in at least one of the following: R, Python, or SQL. Furthermore, you must have experience in building automated solutions and scripting. A strong understanding of scheduling principles and workforce management concepts is required for this role. Your communication and collaboration skills should be excellent, with the ability to present complex data to both technical and non-technical audiences. Additionally, you should be capable of explaining key contact center terms such as Erlang C, Schedule Efficiency, and Shrinkage (Unplanned vs planned).,

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