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BASIC

Planning Senior Associate

Ntt Data Services
Noida
Posted on: 19 Aug 2021

Job details

  • NATURE OF JOB Hybrid — WFH / WFO / CW
  • CATEGORY Programming
  • SALARY RANGE Best in the industry Annual
  • EXPERIENCE 1 – 3 Years
  • JOB TYPE Full Time
  • REGIONAL PREFRENCES India
  • NO. OF VACANCIES 1

Desired skillset

Job description

Responsibilities
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  • Their work may require discretion and independent judgment for non-routine matters. However, the primary focus of work activity is predominately routine. < li>
  • Monitors incoming queues and ensures representatives are available for support. < li>
  • Monitors queue to determine appropriate resource allocation to meet service level goals.< li>
  • Provides schedules for contact centres to ensure maximum performance. < li>
  • Determines queue personnel needs during times of heavy call volume. < li>
  • Individuals here have a well-rounded knowledge of the policies and procedures for their work area. < li>
  • Analyzing historical performance data to identify trends (associate behavior, call volume, activities, etc.)< li>
  • Escalates issues that may impact the business’ ability to manage call volume.
    < li> < ul> Requirements
    < u>< strong>
    • Typically requires 2-4 years’ experience of relevant experience.< li>
    • Strong knowledge and understanding of contact center tools and systems, policies, procedures, call flow and routing.< li>
    • Strong data analysis skills.< li>
    • Verbal and written communication skills.< li>
    • Preferred knowledge of using Workforce Management Tools like Verint, Aspect, Blue Pumpkin & Calabrio.< li>
    • Proficiency in Microsoft Office.< li>
    • Must be available to work 24*7.< li> < ul> < div>< body>< html>
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