Mission Control Analyst

Nand Imperial Consulting Pvt Ltd.

Job Description

Profile: Mission Control Analyst WFM - Teleperformance

Description: profile requires the candidate to be a master in time management and discipline rules based on company policy & business requirements and is capable to drive results to carry out his/her duties by undertaking the following tasks effectively.

I would act as the first point of contact for all service-related escalations occurring on account of issues such as call routing, technical glitches, unscheduled absence OR any other… I would constantly monitor, track, document and communicate real-time floor activities in terms of adherence to process defined AUX/ACW/BREAKS & SHIFTS. It would ensure the availability of analysts on phones as per the business model requirement. Real-time queue monitoring (RTQM) Intraday reporting (Hourly Interval Reports, Productivity Reports) Client Interaction Would perform other related duties & assignments as required by the Manager.

DESIRED CANDIDATE PROFILE:

Education Qualification – Should be a graduate in any stream or pursuing the graduation studies Open to work in rotational shifts as per business requirement. Must have solid customer service skills.

KEY SKILLS:

An “MCA” must have

A pleasing personality with a professional, positive, service-oriented attitude. Proficient in using MS Office applications (MS-word, Excel) Good Evaluating/Analytical skills and ability to demonstrate reasons for a change. Self-motivated and able to perform efficiently and effectively with minimum supervision. Familiarity with WFM RTQM Tools (Avaya CMS, Genesys CC Pulse, IEX)

• Experience

  0 - 6 Years

• No. of Openings

  2

• Education

  Any Bachelor Degree

• Role

  Mission Control Analyst

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office