Data Analyst Call Center

· Ensure all work is performed in compliance with company policies as well as local, state and collection/sales laws and regulation
· Preparing of schedules using IEX for different queues across locations and mitigating gaps in schedules.
· Monitor real- time queue, schedule adherence & attendance.
· Monitor all agents/staff logged into dialer system to assure staff logged into appropriate campaign to each department group and to maximize utilization of agent productivity while logged into campaigns
· Attend/lead centralized and/or site management meetings, as required
· Initiates and manages all Data Annalyst communications between centralized, site teams, and leadership.
· Schedule ADHOC intra- day training requests and update schedules.
· Cater to real time reporting adhoc requests as and when required.
· Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
· Key daily exception requests and update schedules
· Root cause analysis of SLA deviations, action plan development and resolution
· Data Analyst will act as a liaison between the Centralized and Site WFM teams.
· Optimize breaks of the day or day before the actual schedule.
· Strong data source relationship understanding is desired. Database knowledge will be ideal.
· Produce and analyze daily efficiency reports (representative availability, access level etc.)

At least 2 years experience in Data Analyst and at least 1 years in the team leader role.
Ability to communicate and inspire employees.
Knowledge and experience in telesales will be a plus
Have logic- mind
Have sense to detect and regcognize non- compiance behavior.

13th month salary; Quarterly and annual KPI rewards
Consider salary increase in June every year
Participate in internal activities: Monthly birthday party, Christmas party.
Pay social insurance, health insurance and enjoy full benefits according to labor law
Competitive income according to ability
Participate in annual team building and Year End Party.
Professional, dynamic working environment, free parking
The company has foreign investment capital. Not a family company.
Birthday and holiday gifts for Employees and Families (March 8, June 1, October 20, Mid- Autumn Festival, etc.,,,)

Cập nhật gần nhất lúc: 2024-04-03 12:01:53