Job Description
- Monitoring of agent queues and generate performance reports to identify performance trends.
- Collect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor side.
- Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency.
- Required to standardize mechanism for collection of historical data on call volume, shrinkage, AHT, service levels, etc., for trending, as well as automate reports to remove inefficiencies
• Real Time Monitoring, Break Management, quick thinker and quick solution provider.
• Should be well versed in generating data analysis and reporting
• Provide accurate and timely weekly, monthly reports
• Intraday and EOD reporting and Real time management
• Excellent communication skill in oral and written• Hands-on on payroll activity will be considered as addition
• Ability to manage allocated tasks and perform them with little supervision
• will be responsible for analyzing data to ensure accuracy
• Should have understanding on core metrics i.e. SLA, ASA, answering level%, Abandoned%, etc.
• Good working knowledge of computer i.e., MS-Office
• Good Interpersonal skills with problem solving approach
• Exposure to at least one of the voices ACD tools like Avaya CMS, Nortel, Genesys etc. (Advantages)
• Demonstrated Customer Service Skills