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Job Description:

Real Time Analyst Locations Gurgaon, India

Categories Customer Care Categories Operations

Job Description

Why American Express

Theres a difference between having a job and making a difference
American Express has been making a difference in peoples lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards

Weve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community And when theyre ready to take on a new career path, were right there with them, giving them the guidance and momentum into the best future they envision

Because we believe that the best way to back our customers is to back our people

The powerful backing of American Express

Dont make a difference without it

Dont live life without it

Purpose of the Role

Help track real time deviation from schedule Report real time performance for senior management awareness Assist in managing real time issue which may impact productivity of the market

Responsibilities

Monitor, communicate and track half-hourly service levels and other metrics for India inbound and phone areas
Partner with management teams to facilitate to optimize workforce
Track and analyze data through the use of scheduling software Produce daily, weekly, monthly ad-hoc reporting to assist management in monitoring center, team and representative performance
Monitor telephone & system accessibility and follow up to ensure resolution, if needed Monitor staffing and Service Levels real-time and partner with management teams to communicate business conditions and customer impacts Implement service improvement strategies and suggest call center management actions as appropriate to assist in meeting scorecard goals
Partner with Workforce Planners to track and report key business metrics (shrinkage, occupancy, availability, etc) and keep up to date on key business conditions Partner with call center management team (Managers, Team Leaders and Production Support Group) and regional process to create and assign schedules to representatives
Recommend schedule swaps and changes based on staffing needs and changing business requirements
Ensure accurate tracking of off-phone activities using and work with management teams to suggest appropriate times for scheduling off-phone activities
Attend daily meeting with management team to report on previous, current and following day metrics, both actual and forecast
Make suggestions to management of Service levels and Service level consistency planning

This role may be subject to additional background verification checks

Qualifications Critical Factors to Success
Effective communication skill, good command over Work force management tool Ability to do multi-tasking

Experience
1 to 2 years experience in work force management domain is preferred However, freshers are also welcome

Academic Background
Graduate

Functional Skills/Capabilities
Knowledge of Avaya, eWFM, IEX, advance excel

Technical Skills/Capabilities
eWFM, Advance excel

Knowledge of Platforms
Work Force management

Behavioral Skills/Capabilities

Set the Agenda Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
Bring Others with You Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
Do It the Right Way Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Banking
Functional Area : Operations/Customer Service/Telecalling/Backend
Role : Voice Process - Both BPO Type
Salary : As per Industry Standards
Deadline : 20th Jan 2020

Key Skills:

Company Profile:

Company
American Express Banking Corporationarfix

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