Analyst

Description

Location: Chandigarh 

Job Type: Full-Time

Company Overview: eClerx Services Limited is a dynamic and customer-centric organization committed to delivering exceptional customer experiences. We are currently seeking a talented and analytical Call Center Real-Time Analyst to join our Workforce Management (WFM) Team. If you are passionate about optimizing call center operations and ensuring top-notch service levels, we invite you to apply.

Job Summary: As a Call Center MIS Analyst within our WFM Team, you will play a critical role in ensuring the efficient and effective utilization of our call center resources. Your primary responsibility will be to monitor real-time call center performance, make data-driven decisions, and collaborate with various departments to maximize agent productivity and customer satisfaction.

Key Responsibilities:

1. Real-Time Monitoring: Continuously monitor call volume, agent schedules, and service levels using workforce management software to make immediate adjustments as needed.
2. Intraday Reporting: Generate and distribute real-time and intraday reports to key stakeholders, highlighting performance trends, deviations from forecasts, and opportunities for improvement.
3. Schedule Adherence: Track agent schedule adherence and notify supervisors of deviations, ensuring agents are following their assigned schedules.
4. Staffing Adjustments: Collaborate with WFM planners and supervisors to recommend staffing adjustments, such as overtime, undertime, or scheduling breaks to align with real-time demand.
5. Queue Management: Monitor call queues and redistribute workloads among agents as necessary to maintain service levels and minimize customer wait times.
6. Communication: Maintain clear and effective communication with call center agents, supervisors, and management regarding real-time performance, issues, and recommended actions.
7. Issue Resolution: Identify and address real-time operational issues promptly, such as system outages, software glitches, or staffing shortages, to minimize disruptions to service.
8. Forecast Accuracy: Provide feedback to WFM planners regarding the accuracy of forecasts and suggest adjustments based on real-time observations.
9. Continuous Improvement: Proactively identify opportunities for process improvement and collaborate with cross-functional teams to implement changes that enhance efficiency and customer service quality.
10. Documentation: Maintain accurate records of real-time data, actions taken, and outcomes for future analysis and reporting.

Qualifications:

• Bachelor's degree in a related field or equivalent work experience.
• Previous experience in a call center environment, preferably as a real-time analyst or in a similar role within workforce management.
• Proficiency in workforce management software and call center technology.
• Strong analytical skills and the ability to make data-driven decisions.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills and the ability to think critically in high-pressure situations.
• Detail-oriented with the ability to multitask effectively.
• Flexibility to work shifts that may include evenings, weekends, and holidays as needed.
• Knowledge of call center KPIs and performance metrics is a plus.

Note: This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by the employee. It should not be considered an exhaustive list of responsibilities, duties, and skills required