Roles and Responsibilities:

·        Analysis – Strong Analytical skills

·        Should be able to handle & achieve the departmental requirements

·        Maintaining secrecy of data

·        Knowledge (What the person must know): Understanding of operational process, logical thinking, reporting and analysis

·        Should be open to change, Multi-tasking skills

·        Ability to manage real time queues and skill changes

·        Communication between Team Locations to effectively manage the staff

·        Ensure is able to effectively manage floor discipline

·        Ability to think on toes and take accurate decisions which will help in meeting the service goals

Key Deliverables (KRA/Measure):

·        Meet Real Time Adherence

·        SLA – Service Level/Abandon Rate Targets met on a consistent Basis

·        Real Time Reporting – Timeliness & Accuracy

·        Client Management – Internal and External

·        Ability to work on data and generate various types dashboards, reports/ad-hoc reports required on real time basis

·        Ability to handle high level data analysis and data

Applicant’s Specifications:

·        Good knowledge of MS Excel & other MS Office Applications

·        Should have good Knowledge of Avaya CMS

·        Ability to think strategically and work in terms of business opportunity and growth

·        Candidate should be ready to work in a 24*7 environment

·         Ability to handle pressure and a natural go getter

Experience

·        Should have minimum exposure in Call Center environment for 2 years

·        With atleast 1 year experience in Real Queue Management

·        Knowledge of Scheduling should have understanding of basics in Scheduling