*Please Note:
- English language proficiency is required for this role.
- This is a full-time, work from office role.
- This requires a U.S. schedule - India Night shift
Work Location: This is a Work from Office position and location is Bangalore at
Work Location: This is a Work from Office/Hybrid position and location is Vashi at:
7th Floor, Vishwaroop IT Park,
Sector 30-A, Vashi, Navi Mumbai – 400705
Shift: Night
Build Your Future! Come join our thriving team! We are seeking ambitious, self-motivated and driven people just like you for a rewarding career.
Why should you consider TSI?
- Transport Facility
- Paid training
- Team-oriented work environment
- Growth opportunity
- Comprehensive benefits package available: including medical, paid time off and paid holidays!
- Transportation provided
- Working 5 days
- Maintain daily account of –
- Login details
- Schedule
- Break patterns
- Downtime
- Attendance (monthly)
- OT (daily)
- Conformant
- Login hrs of last day
- Escalate any irregularities in reports
- Tally the reports received from on shore team with the reports prepared internally
- Send exception tracker (errors due to PC not working, technical failure, ID login problem, telephony error, etc) to on shore team
- Prepare delivery report for the day, forecasting number of calls expected, required people, etc)
- Update real time changes in the schedule
- Track break movements on the floor
- Act as the real-time monitor for the Operations team by providing direction, guidelines and performance updates to hit service level goals.
- Provide continuous interaction with Operations (leadership and the agents) to achieve service-level metrics with the intent of meeting contractual objectives.
- Execute forecasts and balancing volume to fulfill Contractual, Service Level, Operational, and Financial objectives.
- Appropriately respond to Service Level variations by working with Operations to match staff to demand and/or reallocate call volumes.
- Serve as contact for Service Level issues and resolution
- Keep current on business changes to ensure real time program compliance
- Provide periodic reports - real time and historical, containing performance data to support operations management in a customer service contact center
- Maintain a detailed record of activities, actions and impacts.
- Respond to Operations requests accurately and in a timely manner
- Escalate any irregularities in reports
- Complete deliverables accurately and on time
- Manage client outage and bridge calls with operations and internal technology teams
KEY RESULT AREAS: - To ensure Client KPI are achieved
- Inform employees/Supervisor about the schedule changes
- Process all changes to publish schedules to meet operational business targets
|
|
Qualifications
- Strong knowledge of MS Excel
- Knowledge of Macros
- Analystical Skills
- English language proficiency is required for this role.
- This is a full-time, work from office.
- This requires a U.S. schedule - India Night shift
- Min 1 + year of experience as Real Time Analyst
- Industry- BPO
- Qualification- Graduation (Mandate)
This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company.
