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Quality Analyst

3.00 to 5.00 Years   Bangalore   12 Nov, 2020
Brookfield Global Relocation Services
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryManagement Consulting / Strategy
Functional AreaQuality (QA-QC)
EmploymentTypeFull-time

Job Description

Role Overview Reporting to the Team Lead, Workforce Management and Quality Assurance, the Workforce Analysist will provide staffing forecasting and projections based on volumes and trending data in the newly created Global Mobility Experience Center (GMEC) a shared services contact center designed to support our customers globally.GMEC utilizes the latest contact center technology (voicevideo calls, emails, text messages, VoIP and chats) and this position will play a key role in real time monitoring of volume and staffing of the GMEC agents who are resolving customer queries and service escalations. This individual will provide recommendations based on ongoing analysis of data to create optimal staffing levels to maintain the BGRS customer s experience. What Youll Be Doing

  • Provide real-time monitoring using WFM tools and techniques to project workforce needs in the short and long term, while achieving service level objectives and meeting operational requirements.
  • In a constantly changing environment, identify volume alteration triggers, variable data, and coordinate contingency plans for unusual volume.
  • Perform continual, real time analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary recommendations for adjustments in staffing plans. Use this information to coordinate with Team Leader and Operations to achieve service level goals business objectives for the operations.
  • Analyze vacationtime off submissions that have been approved by management and ensure there is no major effect on operations.
  • Proactively identify, support and coordinate report automation opportunities whenever possible.
  • Report out on attendance incidents and impact.
  • Assist the Team Lead with:
    • Developing and maintaining reports to mine pertinent data on a recurring andor ad-hoc basis
    • Implementing new workforce management tools and resources as they become available.
    • Continually review report setups, codes and data to ensure valid information is being provided to the management team in regards to actual volumes, forecasted volumes, current headcount and budgeted headcounts.
  • Provide analytical support for special projects.
  • Additional duties and projects as required.
  • What You Bring to BGRS
  • Bachelor s Degree in Math, Statistics, Business, or the equivalent andor related work experience.
  • 3-5 years experience in Workforce Management, preferably in contact center
  • Good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.)
  • Ability to organizeanalyze data in a structured manner.
  • Demonstrated strong analytical skills, with emphasis on forecasting.
  • Skills in complex problem solving, judgment, critical thinking and decision making.
  • Results orientated - ability to prioritize, drive and achieve results for self and others while working toward deadlines under pressure.
  • Highly organized, with an emphasis on accuracy and timeliness.
  • Analytical approach with the ability to interpret information and trends.
  • Ability to work alone with minimum supervision as well as with others in a team environment; occasionally under time pressure and on several tasks at the same time
,

Keyskills :
qualitycustomer relationstest casescontact center technologyservice levelcontact center

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