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Imm. required- RTA & MIS Analyst, In Payments, VKYC

1.00 to 2.00 Years   Noida   12 Oct, 2022
Amazon
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Job summaryAbout Us:- Amazon Pay provides different options for customers from using the wallet by adding money to paying their bills, Investment and Insurance and many other benefits. To help the customers in completing their KYC, a video KYC option has been provided to the customers. KYC is being verified over a video call to make it easy and convenient. Amazon Video KYC process provides customers a convenient option to verify their KYC at the comfort of their home. As of now, KYC is being verified for customers in order to help them increase their wallet limit and also avail other amazon pay benefits.We are looking to hire an RTA (Real-Time Analyst) + MIS Analyst to be part of the VKYC Workforce Management team. The RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming call volume. The officer will also play vital role in publishing multiple key MISs to the platform on daily basis. The position will have high visibility to all the operations and leadership team. Key job responsibilities Real time monitoring of agent s performance for the VKYC platform Intraday real time monitoring of service levels for VKYC Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals Communicate and callout changes to incoming contact patterns to operations Have a real time communication with operations when callouts are needed Support changes within routing of the skills or profiles Update and send reports related to the performance of the unit for agent and unit performance, schedule adherence, log in adherence etc Build and maintain strong relationships with key stakeholders from all the units and ensure shared objectives are met Review and process NPT/OT requests in real-time, Flexible with schedules & willing to work in 24 x 7 environment basis requirement; 1 to 2 years experience in workforce management, supporting staffing, NPT reports Be proficient in Excel and Word Must be a team player with strong attention to detail and able to work independently Ability to multi-task and effectively manage competing priorities Must possess superior analytical skills Excellent critical thinking, problem solving, mathematical skills and sound judgment Workforce management experience Experience using contact center workforce management tools Proficiency in excels, PPTs ,SQL, Tableau Dashboard and Aspect tool knowledge would be a Plus. Exceptional communication, analytical and problem-solving skills

Keyskills :
kpicompliancereal time monitoringcapacity planning

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