Mis Analyst , Wfm Analyst , Quality Analyst @ Izee Manpower

Hi,

Able to effectively analyze and report on all aspects of day-to-day operations
Ability to download, collate, analyze, pull up trends and highlight key performance metrics. Reports have to be daily, weekly, monthly and quarterly
Detailed reporting with sub-metric drill downs and also summary dashboards have to be published
Trend analysis to be done and data for various time periods readily available
Reports to be generated and published at specific and pre-determined times and days
Required skill set

Minimum experience of 2 years with 12-18 months of relevant experience in similar role
Working knowledge of multi-user computer systems, applications, and equipment along with work force management tools and techniques
Excellent knowledge of MS Office
Good written and verbal communication skills, including experience communicating technical information to non-technical staff
Good analytical and communication skills
Experience in usage of reporting tools like Avaya/Cisco

Able to effectively monitor queues on the WFM platform, to ensure that volumes are being handled with the scheduled staffing. Has the skill to analyze call arrival patterns to effectively plan and schedule resources on a daily, weekly and monthly basis across various time intervals of the day

General knowledge & skills:
Knowledge of Serviceoperations and SL.
Good Analytical Skills
Eye for details
Ability to coordinate with teams to achieve target

Technical skills:
Min. 1 Yr. experience in managing Real time Service Levels, Queue monitoring tools
Ability to manage Queues, shifts in order to achieve SLAs.

Conduct process audits, deploy designed processes, analyze and report performance on quality
Support and implement de-risking plans for the process
Share and document best practices
Conduct RCAs on transaction monitoring to create action plans to reduce errors and improve service delivery
Monitor transactions and calls for compliance and highlight any failures to the team concerned
Provide feedback to the agents, based on the findings of the monitoring
Participate in calibration processes with clients
Job duties and responsibilities

Collect, collate and analyze performance data on quality
Conduct process audits, identify gaps in execution process steps, and provide feedback to agents / TLs
Highlight key areas of improvement and prepare action plans specific to each area
Create huddle packs based on the RCAs completed
Create and implement sampling plan, conduct calibration session and feedback session

Graduate
Willingness to work in rotational shifts

Regards

Veera-9071318***