Epowerx Learning Technologies Private Limited | Jobs | Data Analyst – Customer Experience. | BigDataKB.com | 01-02-22

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05/04/2022

Job Location: Chennai

Responsibilities:

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.

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