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Job Location: Navi Mumbai
JD-
Purpose of Role
- Generating of reports and provide detailed analysis of operational performance through various statistical and reporting methodologies
- Drive real-time Staffing, Occupancy and Service Level requirements by analyzing operational historical trends, real time conditions and anticipated operational conditions
- Critically evaluate information gathered from multiple sources,
- reconcile conflicts, decompose high-level information into details
Education: Graduate or Global Equivalent degree
Experience
- 2+ years hands-on experience on MIS , Analytics and
- Sound knowledge of Contact Centre Operations
- Proficient in use of MS Software, specifically Excel with expert skills in the building and co-relation of Excel spreadsheets required
- Sound Knowledge of monitoring and reporting tools such as Avaya CMS, Aspect, Verint WFO and BI Tools
- Strong in Crisis & Change management
Competency
Problem solving & Insightful Analysis
Ability to effectively present information and respond to questions from stakeholders
Ability to work flexible hours and to multi-task in a fast paced environment
Displays a heightened sense of urgency and able to make decisions in a crisis scenario
Must possess an in-depth understanding of Call Center metrics
Communicate effectively with all levels of Management
Ability to identify emerging trends
Strong facilitation, conflict resolution, and investigative skills
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