Business Intelligence Analyst
1 month ago
Job Summary:
We are seeking a highly skilled Realtime Analyst to join our team at WNS Global Services. As a Realtime Analyst, you will be responsible for monitoring agent queues, generating performance reports, and analyzing data to identify performance trends.
Key Responsibilities:
- Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency
- 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
- 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
- Generate data analysis and reporting, and provide accurate and timely weekly, monthly reports
- Manage allocated tasks and perform them with little supervision
- Analyze data to ensure accuracy and have a good understanding of core metrics i.e. SLA, ASA, answering level%, Abandoned%,
- Have basic understanding on RCA and good working knowledge of computer i.e., MS-Office
- Excellent verbal & written communication & presentation skills, and good interpersonal skills with problem solving approach
- Exposure to at least one of the voices ACD tools like Avaya CMS, Nortel, Genesys etc.
Requirements:
- Experience: 2-3 Years
- Educational Qualification: preferred graduate
Additional Information:
24/7 Night Shift
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