Data Analyst will act as a liaison between the Centralized and Site WFM teams.
Initiates and manages all WFM communications between centralized,site teams, and leadership.
Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
Preparing schedules using IEX for different queues across locations and mitigating gaps in schedules.
Root cause analysis of SLA deviations, action plan development and resolution · Monitor real-time queue, schedule adherence & attendance.
Key daily exception requests and update schedules
Optimize breaks of the day or day before the actual schedule.
Schedule ADHOC intra-day training requests and update schedules.
Produce and analyze daily efficiency reports (representative availability, access level etc.
Attend/lead centralized and/or site management meetings, as required
Strong data source relationship understanding is desired. Database knowledge will be ideal.
Cater to real time reporting adhoc requests as and when required.
Monitor all agents/staff logged into dialer system to assure staff logged into appropriate campaign to each department group and to maximize utilization of agent productivity while logged into campaigns
Ensure all work is performed in compliance with company policies as well as local, state and collection/sales laws and regulation
Job Requirement
At least 1 years’ experience in Data Analyst
Strong experience in Excel and Python.
Have sense to detect and regcognize non-compiance behavior.
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with...Detail
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations. It’s all about tapping into sentiment and building an emotional connection that keeps customers and staff fanatical about your brand. That’s where we come in—we create exceptional customer engagement, accelerate digital transformation, and deliver actionable CX insights. We help you reimagine your business—and get you there faster than you ever thought possible.
Save
