Real Time Analyst - Executive

Job Description :

• Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
• Drive overall reduction of cost by working closely with Operations in improving agent productivity.
• Implement analysis, reporting and management tools provided by available tools and raw data.
• Prepare daily/weekly/monthly reports and distribute to the leadership and Senior Management Team.
• Work with the leadership team on initiatives to support new business growth and overall operations.
• Oversee all pro factor of WFM activities to ensure operational and client goals are met.
• Reporting deviations from assumptions in WFM plan
• Escalation of system and technical issues
• Reporting of CMS information such as call volumes, SL and abandon rates per skill
• Adjusting agent's skill settings if required
• Ability to work on flexible schedules aimed at supporting a 24x7 operation

Key Qualifications:

• Experience in Work Force Management methodologies, Data Analytics and Data Mining would be an added advantage
• Language Requirement: English language
• Excellent knowledge of Excel and Macros (added advantage)
• Proficient in various PC applications such as Word, PowerPoint, Outlook and Internet Strong analytical and mathematical skills
• Excellent communication skills
• Ability to prioritize while being self-directed