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Workforce Analyst

0.00 to 2.00 Years   Bangalore   18 Jan, 2021
sahana information
Job LocationBangalore
EducationNot Mentioned
SalaryRs 2.0 - 3.5 Lakh/Yr
IndustryBanking / Financial Services
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

Monitor real time contact centre performance for SL, AHT, Queue monitoring, agents skilling, and Adherence

  • Manage WFM reporting with daily, weekly, and intraday frequency like attendance, service level, AHT, occupancy, production leakage, etc.
  • Actively communicate with stakeholders to overcome real time challenges at all levels of hierarchy
  • Proactive with problem solving skills and ability to analyse available data to detect aberrations
SKILLS REQUIREDGood knowledge of Avaya CMS and prior experience on Verint is an add onGood verbal and written skillsFlexible to work in shifts and able to resume work from Bangalore office when required

Keyskills :
workforce managementavaya cmsreal-time monitoringverint

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