HomeData Science JobsNurture.Retail | is Hiring | Business Analyst | BigDataKB.com | 06-04-22

Nurture.Retail | is Hiring | Business Analyst | BigDataKB.com | 06-04-22

Job Location: Bangalore/Bengaluru

Roles and Responsibilities

The Opportunity

  • Interacting with Clients/Stakeholders to facilitate smooth communication to understand and analyse the business requirements and to identify appropriate solutions to enhance overall customer satisfaction.
  • Monitor real-time agent schedule adherence
  • Real Time Highlights to Ops on the critical Metrics
  • Monitor site adherence
  • Key daily exception requests and update schedules
  • Getting into Daily/Weekly/Monthly/Quarterly business reviews with Clients & internal stakeholders, plan and Implement operational strategies to ensure enhanced productivity and customer experience.
  • Ensuring alignment of campaign plans to capacity, available supply and outbound productivity, while allowing the flexibility to make adjustments where required.
  • Proactively recommend corrective actions as situations arise (such as capacity shortfall or significant lists issues)
  • Measuring maturity processes / practices in the organization, analysing gaps & recommending action plans.
  • Assuring that appropriate processes are followed and identifying weak areas to improve adherence and providing suggestions regarding improvement of processes.
  • Managing Dialer ( Genesys) and Campaigns for the process
  • Creation of Dialer (Genesys) templates, strategies & rules for better connectivity
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Desired Candidate Profile

Basic Qualifications

. Graduation degree

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. Excellent Communication Skills and command over English language
• 6+ years of International BPO experience
• Experience with multiple data entry tool, handled CRM

  • Advance level of MS Office experience and ability to use MS Excel for reporting
    • Customer service orientation with ability to serve multiple customers
  • Exceptional communication and organizational skills
    • Computer operating and database management skills
    • Good attention to detail and the ability to prioritize in a fast-paced environment, analytical and critical thinking skills
    • Good Analytical and critical thinking skills

.Managing Dialer (Genesys ) and Campaigns for the process

.Creation of Dialer (Genesys ) templates, strategies

. Forecasting

– Capacity planning

– Managing outbound campaigns on dialler

-Knowledge of tools like Genesys, NICE, Verint, Aspect, Avaya will be preferred

Preferred Qualification –

. Master degree

.Knowledge of G-suite

Perks and Benefits

Apply Here

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