WIPRO BPO PHILIPPINES LTD., INC.

Is currently looking for:

Real Time Analyst/MIS Executive/CCOD ANALYST

Job Description:

• Monitors the queue real-time and addresses issues that could impact SLAs.

• Act as a point of contact for all technical issues that could impact delivery and SLAs. Escalates unresolved issues after allocated time.

• Tracks real-time impact of technical issues on productivity.

• Reviews SLAs performance from previous week and prepares RCAs whenever required.

• Preparing agent schedules and align them to volume arrival pattern to ensure SLAs are met.

• Analyze scheduling outputs simulation and recommend changes whenever necessary.

• Generates schedule adherence, conformance and attendance reports on a daily basis to to monitor performance against plan

• Preparing Daily, weekly reports on SLAs and Productivity.

• Coordinate with internal and external stakeholders on items related to capacity planning and hiring.

• Maintain process documents for WFM Scheduling including Standard Operating Procedures and day to day activities

• Maintain Skilling sets for Agents and Database

• Identify recurring problems with system processes and policies

Qualifications & Mandatory Skills:

• 2-4 years experience in a reporting role

• College/Bachelor's graduate of any field

• Advance knowledge of MS Excel, power points

• Experience of using Genesys & Cisco tool

• Good Communication skills

• Flexible for 24x7 shift timings

• Open for Split week offs

• Strong Analytical and Problem solving skills.

• Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies.