Manager - Business Intelligence

Talent Leads Consultants
  • Bangalore
  • Confidential
  • 5-9 years
  • Views
  • 25 Apr 2018

  • Customer Service

  • Recruitment/ Staffing
Job Description

Job Description: Intra-Day Analyst will be responsible for the daily management of contact centre resources and Service levels. The position will work on a team charged with monitoring call volume, service levels, and resource utilization and making Intra-Day adjustments to effectively balance the workload and the workforce across the network (outsource partners) on a real-time basis ensuring the operations achieves its customer service level goals with the most efficient utilization of agent resources. Duties and Responsibilities - Actively monitors Intra-Day forecasted workloads vs. actual volumes and resulting service levels on real-time basis. Determines and executes real-time call routing adjustments to resolve current and projected service level and/ or agent occupancy issues. Identifies potential causal factors contributing to increased workload such as increased volume and/ or AHT and seeks input from other groups in an effort to identify root causes and determine a plan of action if necessary. Coordinates active/ real-time communication between the GCC and on-site WFM personnel for internal and outsourced operations/ sites. Serves as the single point of contact for network related issues and escalations. Participates and/ or potentially leads the daily performance review meeting. Coordinates appropriate staffing allocation and availability of staff in order to achieve service level objectives. - Monitors CC-Pulse site to ensure optimal staffing levels. -Co-ordinate with operations and Genesys Team for language skill changes for vendors, basis operations approval Capturing Operational and IT down time, sharing the same with respective stake holder. Co-ordinating with respective stake holder during down time for speedy issue resolution Call routing between partners and co-ordinate with Genesys Team to ensure right amount of calls distributed. - Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position. - Runs and analyses reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals. - Facilitates real-time discussions with necessary stakeholders. - Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness. - Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests. - Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data. - Administers volume contingency action plans as deemed necessary and appropriate. - Ensures that all reports originating from the department are accurate and reliable. - Helps with the integration and implementation of new call center technologies.


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