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Urgent! Operations Analyst - Call Center Optimization Job Opening In Madurai – Now Hiring beBeeContactCenterOperations

Operations Analyst Call Center Optimization



Job description

Workforce Management Position

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This role is responsible for real-time monitoring and management of call volumes, agent availability, and workload distribution to ensure service level agreements are met.

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The ideal candidate will have strong analytical skills to interpret data and make informed decisions quickly, as well as excellent communication skills to collaborate with operations teams.

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Key Responsibilities:

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  • Real-time monitoring of call volumes, agent status, and queue lengths
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  • Staffing adjustments based on call volume fluctuations
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  • Break management and unplanned absences
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  • Adherence monitoring and performance reporting
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  • Collaboration with operations managers
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  • Identifying trends and patterns that may impact service levels
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  • Escalation management and system management
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Requirements:

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  • Strong analytical and problem-solving skills
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  • Excellent communication and collaboration skills
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  • Ability to work under pressure and make rapid adjustments in a fast-paced environment
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  • Proficiency in workforce management software and tools
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  • Understanding of contact center operations and key performance metrics
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Required Skill Profession

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