Job Description
Daily real-time monitoring of service levels for all queues at all sites.
· Oversee agent performance from all teams at all sites.
· Drive real-time adherence to expected capacity against actual performance to achieve
service levels and efficiency metric goals.
· Communicate changes to incoming contact patterns to operations and the broader WFM
team/stakeholders.
· Real-time communication with the WFM team and operations when changes need to be
made.
· Support changes by working with Reports team to create accurate dashboards
· Update and send reports related to the performance of each team, including but not limited
to shrinkage, occupancy, Operational Performance and Funnel/Growth.
· Build and maintain strong relationships with key stakeholders from all sites to ensure
objectives are met.
· Review Tickets and tasks assigned to the Reporting/Ops related team that require real-time
assistance to different stakeholders.
· Review and process Admin requests in real-time.
· Provide assistance to the WFM team as needed.(for Capacity planning)
BASIC QUALIFICATIONS
· 1+ years of experience in a contact center environment.
· 1+ years previous experience in a Workforce Management role as a RTA or Analyst.
· Proven experience with creating and maintaining Business /Operations daily performance
reports and Insight Analysis
· Proven strong interpersonal and communication skills with the ability to communicate
effectively to a wide range of constituencies in a diverse environment.
· Decision-making and complex problem-solving skills.
· Proactively gather the right data from appropriate sources, conduct root cause analysis,
refer to long-term plans and goals, prioritize key factors, and act decisively, promptly, and
confidently.
· Flexible schedule, including nights and weekends as needed
· Oversee agent performance from all teams at all sites.
· Drive real-time adherence to expected capacity against actual performance to achieve
service levels and efficiency metric goals.
· Communicate changes to incoming contact patterns to operations and the broader WFM
team/stakeholders.
· Real-time communication with the WFM team and operations when changes need to be
made.
· Support changes by working with Reports team to create accurate dashboards
· Update and send reports related to the performance of each team, including but not limited
to shrinkage, occupancy, Operational Performance and Funnel/Growth.
· Build and maintain strong relationships with key stakeholders from all sites to ensure
objectives are met.
· Review Tickets and tasks assigned to the Reporting/Ops related team that require real-time
assistance to different stakeholders.
· Review and process Admin requests in real-time.
· Provide assistance to the WFM team as needed.(for Capacity planning)
BASIC QUALIFICATIONS
· 1+ years of experience in a contact center environment.
· 1+ years previous experience in a Workforce Management role as a RTA or Analyst.
· Proven experience with creating and maintaining Business /Operations daily performance
reports and Insight Analysis
· Proven strong interpersonal and communication skills with the ability to communicate
effectively to a wide range of constituencies in a diverse environment.
· Decision-making and complex problem-solving skills.
· Proactively gather the right data from appropriate sources, conduct root cause analysis,
refer to long-term plans and goals, prioritize key factors, and act decisively, promptly, and
confidently.
· Flexible schedule, including nights and weekends as needed
💡 Quick Summary
Seeking a career-building opportunity? The Data Analyst I position is now open for candidates interested in the Bank Jobs sector. This role in Chennai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.