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Business Analyst - Real Time Analyst

5.00 to 10.00 Years   Gurugram   16 Aug, 2022
Genpact India Pvt Ltd
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Business Analyst - Real Time AnalystMonitor real-time queue status and agent schedule adherence Monitor, record, and escalate real-time schedule adherence impacts; including tardiness, absenteeism, and other schedule deviations Manage break schedules, optimize breaks as per requirement Conduct root cause analysis of SLA deviations, action plan development, and resolution Input daily exception requests then update schedules Responsible for capturing and publishing all operational metrics related to WFM (Productivity, Efficiency, and SLAs) Maintain and track accurate records of PTO accruals, attendance, and time off usage Qualifications we seek in you Minimum qualifications Graduate/ Postgraduate in any discipline Proficiency with Microsoft Excel Contact Center Work Force Management Good knowledge and experience in Excel and WFM tools like Nice IEX, Incontact, Avaya Experience in using CC WFM tools like Nice IEX, Incontact, Avaya Aspect & Avaya CMS Good communication skills; must be able to discuss the requirements effectively with client teams, internal team members Excellent business acumen; should be able to effectively translate the business requirements into deliverablesPreferred qualifications Proficient in using Microsoft Excel Knowledge/Experience in Tableau will be an added advantage Knowledge/Experience in SQL queries will be an added advantage Strong interpersonal and communication skills,

Keyskills :
schedulingslacustomer relationsmanagementroot cause analysisaction plan developmentroot causesql queriescontact centercustomer focus

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