Performance Monitoring Specialist

1 day ago

Gurgaon, Haryana, India beBeeAnalyst Full time ₹ 9,60,714 - ₹ 12,74,383
Real Time Analyst Job Summary

This role involves monitoring service levels, associate performance, and other key performance indicators in real-time.

Key Responsibilities:
  1. Monitoring service levels for all queues at all sites throughout the operating window (24/7/365)
  2. Real-time monitoring of associates' performance from all teams at all sites
  3. Managing real-time updates on Service Levels, Contact data, and other KPIs
  4. Driving real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals
  5. Communicating and calling out changes to incoming contact patterns to operations and the broader WFM team
  6. Having real-time communication with the WFM team and operations when callouts or changes need to be done (Agent States, queue conditions, weather)
  7. Supporting changes within routing profiles to move associates as needed
  8. Updating and sending reports related to the performance of each site, including shrinkage, occupancy, other KPIs, and NPT usage
  9. Building and maintaining strong relationships with key stakeholders from all sites to ensure shared objectives are met
  10. Reviewing and working TTs assigned to the WFM team that require real-time assistance to different stakeholders
  11. Reviewing and processing VTO/PTO/OT/Non-Prod time requests in real-time
  12. Providing assistance to other WFM teams as needed
Required Skills & Knowledge:
  1. MS Excel knowledge is required
  2. Knowledge of IEX, Avaya, and other Workforce Scheduling tools will be considered an added advantage
  3. Graduate with 2+ years of contact centre experience and good communication skills
  4. MS Office - PowerPoint, Word, Access, Outlook, etc.
  5. InContact/Oracle - ACD and other ACD platforms to support multi-channel environments (Voice/Chat/Email/SMS)
  6. 1+ years of Workforce Experience (RTA or greater)
  7. Brief knowledge of the call center industry
  8. Brief understanding of the financial impact of all decisions made within the Command Center (i.e., system downtime overtime home early utilization percent answered etc.)
  9. Knowledge of ACD and Call Center Workforce applications preferred
  10. Strong oral and written communication skills
  11. Proficient in Microsoft Office
  12. Ability to multi-task, prioritize, and meet timelines of deliverables
  13. Self-starter, sense of urgency, and works well under pressure
  14. High attention to detail, sense of professionalism, and ability to develop relationships
Education Qualification: Graduate

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