ABC Worldwide

RTA / Data Analyst - International BPO

Job description

  • Utilising Excel to analyse Workflow data to assist with efficiency within the Contact centre
  • Runs and analyses reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
  • Completes root-cause analysis to determine and quantify reasons for planned variance and recommends changes to enhance accuracy and effectiveness
  • Responds to escalated issues and ad-hoc requests
  • Exception management on WFM tool along with real time management of all queues.
  • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

Qualifications/Education and other skills requirement -

  • Graduate
  • Call centre experience , RTA role Preferential
  • Basic understanding of workforce management/Shrinkage/Avaya/WFM tool concepts.
  • Ability to prioritize workload, meet deadlines and perform multiple tasks
  • Excellent communication skills
  • Good mathematical, Logical and analytical skills
  • Problem solving attitude and attention to detail.
  • Quick learner, positive attitude
  • Good excel skills

Desired Skills

  • Excellent/advanced excel skills
  • Exposure to WFM Tools

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