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Operational Performance Analyst
beBeeAnalystThoothukudi, Tamil Nadu, India1 day ago
Job descriptionReal-time monitoring : Continuously monitor call volumes, agent status, and queue lengths to identify potential issues and take proactive measures. Staffing adjustments : Proactively adjust agent schedules in real-time to meet fluctuating call volume demands. Break management : Ensure agents adhere to scheduled breaks and manage unplanned absences to maintain optimal staffing levels. Adherence monitoring : Track agent adherence to their scheduled work times and identify deviations requiring intervention. Performance reporting : Generate real-time reports on key metrics like call volume, average handle time, and service level attainment. Collaboration with operations team : Work closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies. Identifying trends : Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues. Escalation management : Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages. System management : Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports.
Job Description :
A skilled Operational Performance Analyst is responsible for overseeing and managing real-time call volumes, agent availability, and workload distribution to ensure service level agreements are met.
This involves utilizing live data to make informed decisions and adjustments to schedules and agent assignments as needed throughout the day.
Key responsibilities include analyzing queues for adherence opportunities and implementing corrective actions to optimize operational efficiency via collaborative communication with functional areas.
Required Skills and Qualifications :
- Strong analytical skills to effectively interpret data and drive informed decision-making
- Excellent communication skills to facilitate collaboration with operations teams and escalate issues effectively
- Ability to work under pressure and make rapid adjustments in a fast-paced environment
- Proficiency in workforce management software and tools
- Comprehensive understanding of contact center operations and key performance metrics
Benefits and Opportunities :
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Performance Analyst • Thoothukudi, Tamil Nadu, India
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