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Business Support (Workforce) Analyst(Prefered Call-Center Exeperience)

Công Ty TNHH GrabTaxi
Ngày cập nhật: 30/01/2017

Thông Tin Tuyển Dụng

Mô tả Công việc

Job purpose:

  • The Real-Time Analyst (RTA) will do real-time queue monitoring and management.
  • He/She needs to ensure contact center efficiency and resource utilization for our Customer Experience (CE) operations. The RTA will oversee and ensure our ability to meet Service Level Expectations (SLA) while maximizing agent utilization.
  • This role focuses on the analysis of real-time contact center trends, including multichannel contact volumes, tracking and reporting contact activity patterns, monitoring staff productivity and resource allocation. The RTA will work with multiple skill groups within the contact center to monitor real-time productivity and schedule adherence, analyze center and agent performance, generate real-time reports, man the floor, flags offenders, optimize and update schedule changes.
  • The role directly liaises between the CE Head and Workforce Management team to effectively drive performance and implement queue management & real-time schedule adherence.

Job discription:

  • Work directly with the vendors and CE team to take into account all possible variables that may affect staffing and productivity.
  • Monitor and analyze real-time contact volume arrival patterns, intraday activities, and make adjustments, as needed, to ensure optimal productivity and efficiency.
  • Ensure achievement of service level, schedule adherence and other financially impacting goals
  • Track and report real-time issues and outages
  • Prepare and disseminate timely and accurate reports to CE management and other vertical leads as needed.
  • Proactively monitor agent behaviors, efficiency, productivity and report deficiencies to CE team in real-time.

Yêu Cầu Công Việc

  • University graduate
  • At least two years of contact center experience, real-time analysis, and reporting
  • One-year experience with Avaya or other ACD phone system required
  • Experience with eWFM, IEX, Blue Pumpkin, XCALLY, Zendesk is a plus
  • Strong analytical skills and ability to apply it real-time
  • Proficiency in Microsoft Office Applications
  • Excellent problem solving and decision making skills
  • Keen observation skills
  • Firm and strong personality
  • Ability to operate effectively in a team environment
  • Excellent oral and written communication skills and interpersonal skills

Thông tin khác

  • Bằng cấp: Đại học
  • Độ tuổi: Không giới hạn tuổi
  • Hình thức: Nhân viên chính thức

Giới thiệu về công ty

Công Ty TNHH GrabTaxi

http://www.grab.comQui mô công ty: 100-499
Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million...Chi tiết
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Business Support (Workforce) Analyst(Prefered Call-Center Exeperience)

Công Ty TNHH GrabTaxi

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