Intraday Analyst

A leading business process outsourcing service providers with proven and extensive service expertise for business to consumer industries, including financial services, telecoms, healthcare, utilities, media and leisure.

Job purpose;
Maximise the performance through operational/call centre KPI analysis and communicating performance achievements to key business stakeholders of business. Using analytical skills; responsible for gauging real time service level impacts and taking action to ensure targets are met.

Key Accountabilities;
Analyse real time service level impacts and take action to ensure service level targets are met.
Maximising call centre performance through intraday analytical skills.
Maximising call centre performance through contact centre KPI analysis.
Negotiating and challenging adherance and conformance to schedules.
To communicate all performance impacts and achievements to operations management.
Ensure all scheduling deadlines are met.
Balance staffing to manage service level across the business.
Effective planning of short term non-core activities to ensure that resource utilisation is maximised.
To actively seek best industry practices on scheduling/working arrangements and develop approaches to engage the business in continuous improvement.

March 27, 2013 • Tags:  • Posted in: General

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