manager performance insights in chennai

posted
contact
randstad india
position type
temporary
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posted
location
chennai, tamil nadu
function
Banking & finance
position type
temporary
experience
8-10
reference number
55654
contact
randstad india

job description

manager performance insights in chennai

Responsible for providing real time and historical call centre performancedata on metrics such as call / email / chat volumes, volume types, call patterns, staff productivity,resource allocation, quality, deadlines, etc and publish dashboards, analyse trends & patternson a regular basis  Analyse huge amount of raw data which are mostly in un-structured format andpublish themes & trends, work with operations, support and analytics team to optimize/reduceefforts on publishing performance dashboards and highlight opportunity areas to teams on improvingperformance on key metrics  Identify opportunity areas to streamline reporting activities  Support operational teams to track relevant metrics, keep a check point onreporting timelines and escalate if there is a deviation  System thinking - Should be able to think through ambiguity and turnbusiness needs into a set of objective metrics or workflow model on ground. This will require hands-on andin-depth understanding of our process, policies and systems in order to make workflowcorrection, redesign or rebuild from scratch. Create Jira stores to implement the new design andrun tests to ensure the business need is addressed  MI Data accuracy, integrity and assembly

skills

Data Analytics, business intelligence

qualification

B.E/B.Tech