Realtime Analyst at WNS Global Services

Job Description

• Role 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''
• Process related experience:
• 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%,
• Should have basic understanding on RCA.
• Good working knowledge of computer i.e., MS-Office.
• Excellent verbal & written communication & presentation skills.
• Good Interpersonal skills with problem solving approach.
• Exposure to at least one of the voices ACD tools like Avaya CMS, Nortel, Genesys etc.
• Demonstrated Customer Service Skills.

Qualifications

• Experience: 2-3 Years
• Educational Qualification: preferred graduate