Internal Job Posting Real Time Analyst
No Of opening: 1
Location: Mumbai
Job Grade: M2
Responsibilities
- Ensuring all stand MIS are submitted on timely manner with complete and accurate information as when required by business
- Managing queuing in partnership with Supervisors (COD) by relaying real time concerns on AUX, Talk time adherence
- Should be able to manage/address real time concerns on shop floor
- Understanding various RTA related reports published and leverage them for better monitoring and improving unit productivity
- Determine staffing requirement on real time to open slot for EVM (Overtime)
- Proactively come up with operations to ensure that the administrative task are minimized and centralized reporting is used across all locations
- Ensure Service Level Management with appropriate planning with WFM team
- Publish support plan in coordination with operation team pan India
- Manage Shrinkage utilization
- Experience and proven ability to generate and analyze performance data, define problems, collect data, establish facts draw valid conclusions and recommend action plans to management
- Monitor on daily basis-TAT/Service Level/Schedule Adherence/ Attendance/ Break Exceed/Aux login/Extended Aux/Queues/Call Volume/High ACW
Skills Required
- Good at communication and Comprehension
- Working knowledge of Microsoft excel and other office application
- Enthusiastic and self-Motivated
- People Management
- Ability to work in a dynamic environment
- Strong planning time management and organizational skills
