Job Description:
Eligibility: Any Degree,MBA/MTech
Industry: IT/Software.
Position: Business Analyst/ Assistant Manager
Job Code: 14001752
Experience: 0 - 3 Yrs
Location: Gurgaon
Description:
- Interface with Analysts, Team leaders, and other members of management
- Manage, update and report real-time activities in the department.
- Monitor Real Time Adherence (RTA) and communicate staffing discrepancies to Team Leaders.
- Record and Maintain a count of productive FTEs
- Capacity Management for sub-processes
- Work with Short Term Forecasting Team in CNO, for IDPs and Staffing.
- Leave Cap Formulation; provide advisory support on release of FTEs from the process.
- Communicate systems, voice response and Telecommunication issues to the department.
- Real time adherence, monitoring and communication. Raise awareness to RTA issues that are impacting service level and aging objectives.
- Proactively identify improvement opportunities on things such as shift mix, hours of operation etc.
- Manage Outbound Contacts on Dialer, with minimal abort rate.
- Analyze and define at regular intervals, best time to contact Card members to improve total Contacts in the process.
- In-bound call pattern analysis, trending and staff alignment.
- Maintain strong relationships with the Team Leaders and SDL ’s to improve overall understanding and awareness of daily/weekly business impacts
- Feedback, Huddle timings, training schedules and other Off-The-Phone activities.
Desired Profile:
- Graduate with 0-3 years of relevant experience preferably in service industry.
- Good working interpersonal and negotiation skills and the ability to communicate at all levels.
- High result orientation.
- Proven ability to drive high productivity & sustained performance.
- Manage conflict and counsel performance.
- Strong team player with a high level of integrity.
- Result oriented and decision making skills.
- Ability to demonstrate flexibility and resilience in the face of changing business requirement.
- Strong Analytical skills (Mathematics and Statistics background preferred).
- Prior exposure to Capacity Management/ Dialer/ eWFM/ Real Time is Preferred
About the Company:
In 1854, the American Express Co. purchased a lot on Vesey Street in New York City as the site for its stables. The company's first New York headquarters were in an impressive[citation needed] marble Italianate palazzo at 55–61 Hudson Street between Thomas Street and Jay Street (1857–58, John Warren Ritch), which had a busy freight depot on the ground story with a spur line from the Hudson River Railroad. A stable was constructed nearby at 4–8 Hubert Street, between Hudson Street and Collister Street (1866–67, Ritch & Griffiths), five blocks north of the Hudson Street building. For more Details Click here
Website: www.americanexpress.com
How to Apply:
For More details and Apply : Click here for Business Analyst
For More details and Apply :Click here for Admin Assistant
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