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Workflow Analyst II, Trust
2 months ago
The ideal candidate has a positive attitude and is a result-oriented individual with willingness to work in a 24/7 environment. He/She should be able to clearly understand in-scope and out-scope compliance workflows, ensures on-time delivery of compliance activities, creates and adopts standard work methodology for daily work to reduce re-work, manual work, error identification time and waste. He/she must clearly communicate to all stakeholders’ timelines, description of service quality, risks, and resources needed.
Key job responsibilities
• Real-time monitoring & reporting of Schedule deviations and schedule non-adherence;
•Create, run and execute SQL queries for large data sets analysis.
• Allocate workflow titles across multiple sites globally and programs;
• Work on real-time tickets related to work allocation to maximize utilization;
• Prepare and communicate daily handoff report to WFM leadership team on SL performance;
• Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, and initiate appropriate tactics to ensure service levels are maintained;
• Serves as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership;
• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals;
• Communicate and callout changes to incoming contact patterns to operations and the WFM team
• Have a real time communication with the WFM team and operations when callouts or changes need to be done;
• Support changes within routing of the skills or profiles;
• Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis.
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND
BASIC QUALIFICATIONS
- 1+ years of tax, finance or a related analytical field experience
- 5+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience
- 3+ years of business or financial analysis experience
- Experience defining requirements and using data and metrics to draw business insights
- Experience making business recommendations and influencing stakeholders
- Experience with Excel
PREFERRED QUALIFICATIONS
- - Proven expertise knowledge with Quicksight and Macros;
- - Advanced skills using Microsoft Excel in a business environment;
- - Ability to prioritize and meet tight deadlines;
- - Analytical with attention to detail;
- - Bachelor’s degree;
- - 2+ years’ experience in Operations or Contact Center Management.
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