Performance Optimization Specialist

19 hours ago

Rajahmundry, Andhra Pradesh, India beBeeOperationalperformance Full time ₹ 30,00,000 - ₹ 45,00,000

Job Title: Operational Performance Analyst

About the Role:

The Operational Performance Analyst is a critical member of our team, responsible for ensuring seamless operational efficiency and service delivery performance. This individual will play a key role in monitoring, analyzing, and managing real-time activities across multiple queues.

Key Responsibilities:

  • Real-Time Monitoring: Continuously monitor call, chat, or case queues to ensure service level goals are consistently met.
  • Agent Management: Track and manage agent availability, idle time, and adherence in alignment with intraday staffing plans.
  • Volume Management: Respond to spikes in volume or unexpected events by adjusting break schedules and recommending intraday actions.
  • System Management: Manage agent skill assignments in systems like Avaya/CMS and adjust as needed based on traffic patterns.
  • Pre-Shift Readiness: Conduct pre-shift test calls and validate system readiness at the start of the day.
  • Overtime Management: Manage pre- and post-shift overtime to control people costs without compromising service levels.
  • Reporting & Analytics: Generate and publish real-time and intraday reports covering key metrics such as volume, AHT, SL, staffing, and abandon rates.

Benefits:

  • Meaningful Work: Contribute to delivering exceptional customer experiences.
  • Opportunity for Growth: Develop skills and expertise in operational performance management.
  • Collaborative Environment: Work with cross-functional teams to drive business results.

Requirements:

  • Bachelor's Degree: In a relevant field such as Business Administration, Operations Management, or Computer Science.
  • Analytical Skills: Strong analytical skills with ability to interpret data and make informed decisions.
  • Communication Skills: Excellent communication and interpersonal skills with ability to work effectively with stakeholders.
  • Technical Skills: Proficiency in tools such as Avaya/CMS, Microsoft Office, and Google Suite.

Keyword: OperationalPerformance

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