Chennai, Tamil Nadu

Job Summary

'- Manage the Chat Transactions, daily attendance and program break schedules

- Assist with creation if metrics and targets for services
- Produce daily, biweekly and monthly internal reports
- Use trends and reports to forecast requirements
- Coordinates appropriate staffing allocation and availability of staff in order to achieve service level objectives.
- Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
- Administers volume contingency action plans as deemed necessary and appropriate.
- 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 forecast variance and recommends changes to enhance forecast accuracy and effectiveness.

Key Responsibilities

'- Manage the Chat Transactions, daily attendance and program break schedules

- Assist with creation if metrics and targets for services
- Produce daily, biweekly and monthly internal reports
- Use trends and reports to forecast requirements




- Coordinates appropriate staffing allocation and availability of staff in order to achieve service level objectives.
- Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
- Administers volume contingency action plans as deemed necessary and appropriate.
- 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 forecast variance and recommends changes to enhance forecast accuracy and effectiveness.

Skill Requirements

- . Experience with IEX,Verint, Blue Pumpkin would be an asset
- . Ability to create reports in Excel and Forecast results
- . Previous BPO Experience required
- .Previous Work Force Management Experience is considered an asset

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📌 Analyst (Non-voice) (Chennai)
🏢 HCLTech
📍 Chennai