Call Center Operations Analyst I
4 weeks ago
Position Type :
Full timeType Of Hire :
Experienced (relevant combo of work and education)Education Desired :
Bachelor's DegreeTravel Percentage :
5 - 10%Prior experience (minimum 2 years) in a WFM function - Preferred
Should be hands on experience with Call center tools such as Nice In-contact, IEX, Avaya CMS
Should be well versed with Call Centre service metrics and should have the ability to plan and manage these metrics for captive and 3rd party clients.Â
Ability to work within deadlines & strict timeframes, strong analytical and problem-solving skills, excellent time management skills, excellent verbal and written communication skills, strong interpersonal and relationship management skills, ability to work productively in a fast-paced call center environment.Â
Collaboration with Operations, workforce planning, implementations team for optimal delivery of service metrics
Govern and evaluate RTA success metrics month on month for leadership review.
Serves as escalation point for issues beyond RTA analystâs authority; resolves conflicts involving agent skilling, resources, or technical issues.
Drive the RTA digitalization initiative and bring in process efficiencies through automation.
Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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