Profile: Mission Control Analyst WFM - Teleperformance
Description: profile requires the candidate to be a master in time management and discipline rules based on company policy & business requirements and is capable to drive results to carry out his/her duties by undertaking the following tasks effectively.
I would act as the first point of contact for all service-related escalations occurring on account of issues such as call routing, technical glitches, unscheduled absence OR any other… I would constantly monitor, track, document and communicate real-time floor activities in terms of adherence to process defined AUX/ACW/BREAKS & SHIFTS. It would ensure the availability of analysts on phones as per the business model requirement. Real-time queue monitoring (RTQM) Intraday reporting (Hourly Interval Reports, Productivity Reports) Client Interaction Would perform other related duties & assignments as required by the Manager.
DESIRED CANDIDATE PROFILE:
Education Qualification – Should be a graduate in any stream or pursuing the graduation studies Open to work in rotational shifts as per business requirement. Must have solid customer service skills.
An “MCA” must have
A pleasing personality with a professional, positive, service-oriented attitude. Proficient in using MS Office applications (MS-word, Excel) Good Evaluating/Analytical skills and ability to demonstrate reasons for a change. Self-motivated and able to perform efficiently and effectively with minimum supervision. Familiarity with WFM RTQM Tools (Avaya CMS, Genesys CC Pulse, IEX)
|Experience||0 - 6 Years|
|Salary||2 Lac To 4 Lac P.A.|
|Industry||ITES / BPO / KPO / LPO / Customer Service|
|Qualification||Other Bachelor Degree|
|Key Skills||Analyst Control Business Analysis Real time monitoring manpower planning WFM forcasting occupancy|