Saturday, January 11, 2014

Hinduja Global Solutions: Real Time Analyst (Advance Excel User) - non-voice

OPEN TO FRESH GRADS: Real Time Analyst (Advance Excel User) Responsibilities:


Responsibilities:


  • Using the Aspect scheduling platform, monitor real-time compliance to schedule and investigate deviations based on established thresholds
  • Monitor staffing levels to ensure that required resources/Service Levels are met on interval basis
  • Investigate any deviations and enter exceptions real time into the Aspect eWFM and other systems as applicable (absent/sick calls, coaching, SPCL, etc)
  • Work in a confidential environment
  • Adjust staffing levels from the queues as a result of changes in contact volume or contact handling (manage voluntary go home/overtime/skill changes) to maximize productivity
  • Ensure contact flow and systems are operating properly throughout the day, escalate outages following established procedures
  • Provide recommendations to Operations and forecast/scheduling on adjusted staffing levels and consult on individual schedule needs
  • Monitor statistics to ensure Associate thresholds are within acceptable levels using real time software, schedule and switch data
  • Ensure scheduling standards and procedures are being adhered to and take corrective action as appropriate to address non-conformance
  • Co-ordinate offline activities such as, team meetings, coaching, vacation, and time off to minimize line and/or service level impacts
  • Publish various reports and schedule updates per program guidelines
  • Assist with departmental training and process documentation
Requirements:
  • Candidate must possess at least a Bachelor's/College Degree , Engineering (Computer/Telecommunication), Computer Science/Information Technology, Mathematics or equivalent.
  • Applicants must be willing to work in Libis,Quezon City.
  • Applicants must be willing to work in a shifting schedule
  • Advanced or extensive knowledge in using MS Excel
  • Analytical, hardworking and trainable 
  • No work experience required.
  • 3 Full-Time position(s) available.
Interested applicants can send in their resumes at kristin.gattud@teamhgs.com

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