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Operations Performance Coordinator

1 month ago

Hyderabad, Telangana, India Talent500 Full time
Job Title: Operations Performance Coordinator

About the Role:
Talent500 is seeking an experienced Operations Performance Coordinator to join our team. As an essential member of our organization, you will be responsible for ensuring the efficient distribution of inbound call traffic and optimizing service levels through accurate data analysis.

Key Responsibilities:
  • Demonstrate operational focus and professionalism in your work.
  • Analyze call center trends to optimize resource allocation and meet/exceed performance objectives.
  • Monitor and provide recommendations on capacity utilization, call distribution, product routing, priority levels, and load balancing.
  • Collaborate with operations and leadership teams to identify areas for improvement.
  • Communicate effectively with stakeholders using clear and concise language.

Requirements:
  • High school diploma or GED; bachelor's degree preferred.
  • A minimum of 3 years of experience in a contact center environment handling WFM functions.
  • Familiarity with WFM tools and call routing systems preferably with Verint, IEX, Aspect, or Genesys.
  • Proficiency in Microsoft Office, particularly Excel.
  • Excellent analytical and communication skills.
  • Bachelor's degree in Business Administration, Management, or related field preferred.