Senior Analyst

The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.

Main Responsibilities :

Manage the call\Chat volume, daily attendance and program break schedules

Assist with creation if metrics and targets for services

Work closely with the operations team to analyze and help improve their delivery processes

Generate ideas for process and service improvement planning

Produce daily, biweekly and monthly internal reports

Assist with projects and other duties as requested or assigned

Skills and Qualifications :

Must have Microsoft Excel skills

Ability to create reports in Excel and forecast results

Attention to detail and high level of accuracy

Ability to multi-task, focus and complete reports for extended periods of time

Previous call center experience required

Previous Work Force Management experience required

Required work experience

2-4 Years of experience in RTA / WFM

Interested candidate can share their resume at rupali.devlekar.C@eclerx.com