This listing was posted on NTT DATA Services.
Helpdesk Senior Analyst
Location:
Noida
Description:
Monitors inbound/outbound traffic and ensures efficient distribution based on staff availability. Provides hourly, daily, and weekly service level and performance reporting (including queue statistics) for call centers. Provides daily and weekly performance on other key metrics including percent to forecast, abandon rate, headcount variance and outages. Identifies opportunities for process improvements. May mentor/coach less-experienced team members. Performs scenario analysis to simulate various assumptions, volumes and provides recommendations to best case for operational effectiveness. Skills Required Excellent data analysis skills. Strong knowledge of NTT DATA’s queue structure, products, and service offerings. Advanced knowledge and understanding of contact center tools and systems, policies, procedures, call flow and routing. Proficiency in Microsoft Office. Excellent verbal and written communication skills. Knowledge of scheduling and real time principles and strategies, including agent skilling, shrinkage, and call routing. Knowledge of forecasting/ planning models and queue metrics to ensure accurate hiring plans to forecasted call volume/headcount. Strong PC skills in Microsoft Excel.
Company:
NTT Data Services
Posted:
April 19 on NTT DATA Services
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More About this Listing: Helpdesk Senior Analyst
Helpdesk Senior Analyst is a Customer Service Help Desk Job at NTT Data Services located in India. Find other listings like Helpdesk Senior Analyst by searching Oodle for Customer Service Help Desk Jobs.
Helpdesk Senior Analyst is a Customer Service Help Desk Job at NTT Data Services located in India. Find other listings like Helpdesk Senior Analyst by searching Oodle for Customer Service Help Desk Jobs.