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Planning & Scheduling Sr Associate

3.00 to 5.00 Years   Noida   05 Jul, 2021
NTT Global Delivery Services Limited
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

Responsibilities:

  • Monitors incoming queues and ensures representatives are available for support.
  • Monitors queue to determine appropriate resource allocation to meet service level goals.
  • Determines queue personnel needs during times of heavy call volume.
  • Uses Workforce Management tools to Schedule and optimize customer service representatives.
  • Exception authorization to ensure schedule adherence tracking.
  • Analyzes historical performance data to identify trends (associate behavior, call volume, activities, etc.)
  • Escalates issues that may impact the business ability to manage call volume.
Requirements:
  • Typically requires 3-5 years of relevant experience.
  • Knowledge and understanding of contact center tools and systems, policies, procedures, call flow and routing.
  • Strong data analysis skills.
  • Verbal and written communication skills.
  • Preferred knowledge of using Workforce Management Tools like Verint, Aspect, Blue Pumpkin & Calabrio.
  • Proficiency in Microsoft Office.
  • Must be available to work 24*7.
Job Segment: Scheduler, Administrative ,

Keyskills :
call flowblue pumpkindata analysisservice levelcontact centercustomer serviceresource allocationworkforce managementbusinessanalysisscheduleadherencemanagementperformanceverint

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