Job Summary
A Lead Analyst in the Business Process Outsourcing (BPO) industry is responsible for monitoring and managing the real-time operation of the contact center along with reporting at multiple platforms like Looker Studio, SQL Script and Database Management. RTAs ensure that the center meets its service level agreements (SLAs) and key performance indicators (KPIs) by optimizing workforce management and responding to any immediate operational issues. And providing reporting of all KPI Metric’s.
Key Responsibilities
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Real-Time Monitoring: Continuously monitor call queues, agent status, and overall contact center performance to ensure adherence to SLAs.
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Intraday Management: Manage intraday staffing levels, making adjustments to schedules and reallocating resources as necessary to meet demand.
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Design, develop, and maintain interactive dashboards using Looker Studio and SQL, PLX Script Dashboard Studio.
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Develop advanced dashboards using PLX scripting for complex analytics use cases.
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Perform data modelling and database design to support analytics and reporting requirements.
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Write, optimize, and maintain complex SQL queries for large and complex datasets.
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Implement query performance tuning and optimization best practices.
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Performance Reporting: Generate and analyze reports on contact center performance, including call volume, average handling time (AHT), and service levels.
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Incident Management: Identify and address any operational issues in real-time, such as system outages or unexpected spikes in call volume.
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Communication: Serve as the primary point of contact for real-time operational updates, communicating with supervisors, managers, and other stakeholders as needed.
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Workforce Optimization: Collaborate with the workforce management team to develop and implement strategies for improving contact center efficiency and performance.
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Adherence Management: Monitor agent adherence to schedules and take corrective actions when deviations occur.
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Training and Support: Provide guidance and support to agents and supervisors on real-time management tools and processes.
Skill Requirements
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Education: Bachelor's degree in Business Administration, Management, or a related field is preferred like B.Tech .
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Experience: 0-2 years of experience in a SQL management , script writing and looker studio, with a focus on workforce management or real-time analysis.
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Other Domain experience along with excel knowledge will also work.
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Technical Skills: Proficiency in workforce management software (such as NICE, Verint, or Aspect) and strong knowledge of Microsoft Excel.
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Analytical Skills: Ability to analyze data, identify trends, and make data-driven decisions.
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Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
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Problem-Solving Skills: Strong critical thinking and problem-solving abilities, with a proactive approach to addressing operational issues.
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Flexibility: Willingness to work in a fast-paced environment and adapt to changing priorities and demands.
Other Requirements
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Attention to Detail: Meticulous in monitoring real-time data and ensuring accuracy in reporting.
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Time Management: Efficiently manage time and prioritize tasks to meet operational demands.
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Team Collaboration: Work effectively with cross-functional teams to achieve common goals.
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Customer Focus: Commitment to delivering high-quality service and ensuring customer satisfaction.
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Resilience: Ability to remain calm and composed under pressure, maintaining a positive attitude in challenging situations.