• Candidate has to analyze historical data for Client volumes or Agent line requirements on complex projects and work with the Management Team, Scheduling Team and Client Services to gather staffing requirements, thresholds (overhead, time off, overtime, absences, etc.).
• Develop parameters to provide forecasts, capacity plans and agent schedules that meet both client requirements and program objectives for employee retention and satisfaction.
• Provide trending and reports to support Operations performance analysis as well as meet Client needs.
• Create staffing models to support analysis of labor and seats required for new or prospective clients.
• Maintain the historical volumes file to insure data integrity and up to date parameter.
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Operations
Role: Process Flow Analyst
Experience: 2 – 5 years
Interested candidates can walkin on 12th Feb 2018 (Monday) to 14th Feb 2018 (Wednesday) at 3 pm to 8 pm with updated resume & Govt ID.
Bestech Business Tower,
Sohna Road, Sector-48, Gurgaon
* Candidate should have Bachelor’s degree in related field from a four-year college or university with three to five years related experience or,
* Equivalent combination of education and experience
* Good decision making ability and knowledge of problem solving process.
Convergys is a global leader in customer management. Convergys is passionate about delivering world class customer service each and every day.