Operations Analyst
3 weeks ago
As a key member of our Customer Service team at Etech, we are seeking a highly skilled Operations Analyst to join our team. In this role, you will be responsible for supporting the management and operation of associate scheduling and real-time monitoring of work queues ensuring optimal service level delivery.
Key Responsibilities
• Monitor and report real-time schedule & Shrinkage adherence and reports non-compliance if any
• Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLA's (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers)
• Assigning schedules for all reps
• Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence
Requirements
• Bachelors with 1+ years of experience or equivalent combination of education and relevant experience
• Hands-on experience of MS Office Suite and advanced knowledge of excel including simple to complex formulae OR similar reporting tools/methodologies
• Excellent Written English skills and Excel (Data Analysis) are a prerequisite
About Us
Etech is a leading provider of customer experience and business process outsourcing solutions. We are committed to delivering exceptional customer experiences for our clients and are seeking talented professionals to join our team. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.
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