Planning and Scheduling Analyst (MIS Analyst)
- Ntt Data Global
- 6 - 9 years
- Coimbatore
- 5 years ago
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Job Description
Roles and Responsibilities
In this Role you will be Responsible for:
- Forecasting call volumes and capacity planning to support the scheduling and optimizing of customer service representatives for a major INBOUND call center with 100+ agents that handles 10,000 calls per month.
- Working knowledge and experience of workforce management tools like Nice, CMS, IEX etc.
Ability to understand the Clients' Service Level Requirements and the conditions that impact Service Levels. - Analyzing historical performance data to identify trends (associate behavior, call volume, activities, etc.)
- Producing dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle times, and additional KPIs.
- Performing real time monitoring of the call representatives on call status and assisting reps with questions.
- Assisting management with floorplan creation as well as determining desk moves on a regular basis.
- Monitoring productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, 1:1 sessions, breaks/lunches, etc.
- Must have the ability to adapt to changing priorities on short notice.
Deliverables required from this role:
- The position will own forecasting of contacts, scheduling of resources and planning headcount
- The position will also be responsible to work closely with the Business Leaders in daily execution
- The position will lead a team of resources who will help in achieving the objectives as outlined above
- The position will collect, validate and complete analysis on operational data to identify trends impacting the overall team performance.
- The position will create reports to leadership on a regular basis outlining the forecasts and the teams performance to the forecast.
- Please send your resume to Jo*****M@Nt****a.com
- For more details Contact / Whatsapp 9524797***
Desired Candidate Profile
- University degree preferred.
- Advanced Microsoft Excel skills (Experience in Macros mandatory)
- 3+ years of INBOUND Call Center experience.
- 7+ years of experience that required a knowledge of healthcare insurance policy concepts.
Perks and Benefits
- Work from home provided till lock down
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations, Role Category: Back Office/Web/Transaction ProcessingRole: Back Office/Web/Transaction ProcessingEmployement Type: Full timeEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not RequiredDoctorate: Any Doctorate in Any SpecializationContact Details:
Company: NTT Data Information Processing ServicesAddress: NTT Data IPS CHIL SEZ IT Park, Keeranatham, Saravanampatty, CoimbatoreLocation(s): Coimbatore
Keyskills: Excel Capacity Planning Scheduling Inbound MIS Reporting Macros Forecasting Schedule Planning Inbound call center
Ntt Data Global
NTT DATA GLOBAL DELIVERY SERVICES PRIVATE LIMITED - NTT DATA is a publicly traded company, but is about 54 percent owned by NTT. Its business areas are in national and local governments, financial, and telecommunication sectors. According to reports in 2012, Forbes Global 2000 recognizes NTT DATA...
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