Senior Operations Analyst

5 days ago

gurugram, India beBeeOperations Full time

Senior Operations AnalystThis is a senior role requiring excellent communication skills, technical proficiency and business acumen.Main responsibilities include real-time monitoring of service levels for all queues across sites throughout the operating window (24/7/365), managing real-time updates on service levels, contact data and other Key Performance Indicators (KPIs), and driving impacts to staffing for both internal and outsourced teams versus requirements metric goals.Manage real-time data for service levels, associate performance and KPIs, utilizing advanced analytical and problem-solving skills.Communicate changes to incoming contact patterns to operations and the Workforce Management team, ensuring seamless alignment with business objectives.Support routing profile changes to move associates as needed, leveraging expertise in workforce planning and management.Review and process VTO/PTO/OT/Non-Prod time requests in real-time, maintaining high levels of productivity and efficiency.

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