Betsol Software India Private Limited | Jobs | Real Time Analyst | BigDataKB.com | 02-02-22

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05/04/2022

Job Location: Bangalore/Bengaluru

Roles and Responsibilities

• Monitors Client Queue Realtime activities

• Conducts real-time analysis of all metrics for multiple Lines of Business – Forecast Variances, Service level targets, AHT target variances, Occupancy targets, etc.

• Identifies course of action or makes recommendations relating to deviations (Schedule Adjustments, Skill Switches/Leveraging)

• Trouble-shoots real-time technology issues

• Reporting (Scorecard Stats, Daily UABS/Shrinkage numbers, Over/under updates, etc)

• Monitors adherence/compliance to schedule and escalates for investigation.

• Ensure all required data is tracked and trended on a continuous basis

• Makes recommendations and routing changes based on observations

• Interface with business unit management as needed for escalation of service-impacting issues

• Analyses schedule efficiency measurements as well as key indicators such as service level, for continuous improvement

• Participate on scheduled and adhoc client calls

. Monitors call routing and flow real time

Desired Candidate Profile

•Should have relevant experience of 2+ years

•Hands on experience working in a Real Time Adherence Team or a work force management team

•Clear understanding of basic workforce management principles

•Knowledge of MS Office and Excel – Intermediate is fine

•Excellent communication skills in English – Written & Verbal

•Strong knowledge and exposure to Quality and Process Improvement techniques

•Good analytical and listening skills

•Should be a good team player

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