Real Time Analyst
WNS Global Services
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Job Description
• Monitoring of agent queues and generate performance reports to identify performance trends.
• Collect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor side.
• Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency.
• Required to standardize mechanism for collection of historical data on call volume, shrinkage, AHT, service levels, etc., for trending, as well as automate reports to remove inefficiencies
Requirements
Function: Analyst
Experience Level: Entry Level