Process Developer - Real Time Analyst

Location

Gurgaon | India

Job description

Process Developer - Real Time Analyst - BFS033293

With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better.

Inviting applications for the role of Process Developer- Real Time Analyst!

Responsibilities 
    Monitor real-time queue status and agent schedule adherence  
    Monitor, record, and escalate real-time schedule adherence impacts; including tardiness, absenteeism, and other schedule deviations 
    Manage break schedules, optimize breaks as per requirement 
    Conduct root cause analysis of SLA deviations, action plan development, and resolution 
    Input daily exception requests then update schedules 
    Responsible for capturing and publishing all operational metrics related to WFM (Productivity, Efficiency, and SLAs) 
    Maintain and track accurate records of PTO accruals, attendance, and time off usage  
Qualifications we seek in you
Minimum qualifications 
•    Graduate/ Postgraduate in any discipline 
•    Proficiency with Microsoft Excel
•    Contact Center Work Force Management
•    Good knowledge and experience in Excel and WFM tools like Nice IEX, Incontact, Avaya
    Experience in using CC WFM tools like Nice IEX, Incontact, Avaya Aspect & Avaya CMS
•    Good communication skills; must be able to discuss the requirements effectively with client teams, internal team members
•    Excellent business acumen; should be able to effectively translate the business requirements into deliverables

Preferred qualifications
    Proficient in using Microsoft Excel 
    Knowledge/Experience in Tableau will be an added advantage 
    Knowledge/Experience in SQL queries will be an added advantage
    Strong interpersonal and communication skills 

Job tags

Salary