Analyst - Work Force Management - (Work from office) Mumbai

Overview:

• Please Note:
• English language proficiency is required for this role.
• This is a full-time, work from office role.
• This requires a U.S. schedule - India Night shift

Work Location: This is a Work from Office position and location is Bangalore at

Work Location: This is a Work from Office/Hybrid position and location is Vashi at:

Sector 30-A, Vashi, Navi Mumbai – 400705

Shift: Night

Build Your Future! Come join our thriving team! We are seeking ambitious, self-motivated and driven people just like you for a rewarding career.

• Transport Facility
• Paid training
• Team-oriented work environment
• Growth opportunity
• Comprehensive benefits package available: including medical, paid time off and paid holidays!
• Transportation provided
• Working 5 days

Responsibilities:

• Maintain daily account of –
• Login details
• Schedule
• Break patterns
• Downtime
• Attendance (monthly)
• OT (daily)
• Conformant
• Login hrs of last day
• Escalate any irregularities in reports
• Tally the reports received from on shore team with the reports prepared internally
• Send exception tracker (errors due to PC not working, technical failure, ID login problem, telephony error, etc) to on shore team
• Prepare delivery report for the day, forecasting number of calls expected, required people, etc)
• Update real time changes in the schedule
• Track break movements on the floor
• Act as the real-time monitor for the Operations team by providing direction, guidelines and performance updates to hit service level goals.
• Provide continuous interaction with Operations (leadership and the agents) to achieve service-level metrics with the intent of meeting contractual objectives.
• Execute forecasts and balancing volume to fulfill Contractual, Service Level, Operational, and Financial objectives.
• Appropriately respond to Service Level variations by working with Operations to match staff to demand and/or reallocate call volumes.
• Serve as contact for Service Level issues and resolution
• Keep current on business changes to ensure real time program compliance
• Provide periodic reports - real time and historical, containing performance data to support operations management in a customer service contact center
• Maintain a detailed record of activities, actions and impacts.
• Respond to Operations requests accurately and in a timely manner
• Escalate any irregularities in reports
• Complete deliverables accurately and on time
• Manage client outage and bridge calls with operations and internal technology teams

KEY RESULT AREAS:

• To ensure Client KPI are achieved
• Inform employees/Supervisor about the schedule changes
• Process all changes to publish schedules to meet operational business targets

Qualifications:

• Strong knowledge of MS Excel
• Knowledge of Macros
• Analystical Skills
• English language proficiency is required for this role.
• This is a full-time, work from office.
• This requires a U.S. schedule - India Night shift
• Min 1 + year of experience as Real Time Analyst
• Industry- BPO
• Qualification- Graduation (Mandate)

This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company.

INDJOBS