Webhelp India walk-in for Real Time Analyst
Company :
Webhelp India
Website :
Job Role :
Real Time Analyst
Eligibility :
Any Graduate
Experience :
2 - 3 Years
Salary :
Rs: 4,00,000 - 6,00,000 P.A.
Job Location :
Gurgaon
Walk-In Date :
10 & 11 Sep 2019
Walk-In Time :
12:00 PM Onwards

Company Profile:

At the turn of the millennium, two young French entrepreneurs, Frederic Jousset and Olivier Duha, set out with the specific purpose of enabling and coaching consumers and brands to engage digitally. Webhelp was established.

Through evolution and acquisition, today Webhelp is a 35,000 people-strong global leader in business process outsourcing (BPO). We continue to specialise in customer experience but our capabilities extend across voice, social and digital channels. Our outsourced services have also expanded to include payment management, sales and marketing services.

Job Description:

Coordinates appropriate staffing allocation and availability of call center staff in order to achieve operational objectives.
Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends.
Maintain a special emphasis on looking for possible downtime and telephony issues.
Runs and analyzes 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.

Skills:

Minimum 2 -3 years of call center experience ,1 year in real time management role.
Basic understanding of workforce management/Shrinkage/Avaya/WFM tool concepts.
Workforce Tool knowledge of Teleopti, IEX, Aspect, Blue Pumpkin is preferred.
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.
Good CMS knowledge.
Excellent/advanced excel skills.
Exposure to WFM Tools.

Venue Details:

Webhelp India Pvt Ltd.,
Plot no 243, SP Infocity,
Udhyog Vihar, Phase 1, Gurgaon - 122016.

Contact Details:

Vipin Kumar
8448393565