ABOUT THE OPPORTUNITY The intraday analyst is responsible for monitoring contact centre staffing and workload on a real time basis to identify the need for any adjustments. The operations covers TCS Contact Centre site(s) and covers the associated hours of operations supporting Outbound and Inbound queues. The objective of the position is to optimize service and consistency in results to ensure the most efficient use of the staffing resources balanced with maximum employee retention.
KEY RESPONSIBILITIES
Review the prior day’s ACD statistics fed into the WFM system to ensure accuracy and separation of event-driven workload from the normal workload for forecasting purposes.
Establish and maintain a database of performance impacting issues and events
Manage internal transaction queues and ensure that the various service level agreements across all related campaigns/programmes are met
Prepare weekly analysis reports
Work closely with the operations team to ensure timely update of agents’ schedules with requested activities or changes
Provide analyses that identify opportunities for change that will improve operational efficiency, consistency of results and/or employee satisfaction.
Requirements
REQUIRED QUALIFICATIONS & EXPERIENCE
Minimum of one year of experience working in a call centre environment
High School diploma, five CXC subjects including Mathematics.
Ability to communicate complex concepts effectively with keen attention to detail
Demonstrated knowledge of computer basics including Microsoft- Excel, Powerpoint and Outlook.
PERSONAL ATTRIBUTES
Excellent listening and comprehension skills coupled with creative problem-solving skills
Excellent interpersonal skills
Sound written, and oral communication skills
Logical and efficient, with keen attention to detail
Ability to effectively execute tasks while under pressure
Strong team skills, self-motivated, flexible and have a positive attitude
