Senior Analyst

Job Description

Shift Timings - Flexible (24*7)

The ideal candidate should have the ability to quickly and efficiently assimilate process knowledge and be good at problem-solving and root cause analysis. They must be professional in conduct/behavior, appearance and communication. An understanding of web technology and cable setup is necessary. They must possess the ability to analyse information and evaluate results to choose the best solution and solve problems. He/she needs to have the ability to adapt to perpetual changes as per business needs and reliability in terms of attendance and timing is necessary. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus.

WFM Process: Responsibilities

• Good Knowledge of agent scheduling and on floor staffing activity planning
• Should be able to coordinate with operations Managers and Leads
• Communicate effectively and close looping with the operations in case of observations
• Updating status in internal as well as client tools
• Meet process expectations with high-quality standards and adherence to SLAs
• Sense of ownership to complete the task satisfactorily
• Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc.
• Prepare Agent schedules and Daily adherence plans
• Prepare various Ops production reports
• Perform RTM role independently
• Manage Breaks and Resource availability on the floor