InP - Call Center Operations Analyst I - L2
- FIS Global Business
- Not Specified
- Mumbai
- 4 years ago
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Job Description
Position Type : Full time
Type Of Hire : Experienced (relevant combo of work and education)
Education Desired : High School Diploma
Travel Percentage : 0%
GENERAL DUTIES & RESPONSIBILITIES
Extracts data from large scale databases or information systems to create custom datasets or models.
Merges, transforms, manipulates and creates datasets into required format for analysis.
Analyzes and summarizes data into graphs, charts, plots and reports for management use in support of call center operational and business objectives.
Develops simulations or models of long-term call volumes, call traffic, traffic flow, financial impacts, problems and/or issues within the call center's operations.
Analyzes information obtained from models or simulations to track operational metrics and forecast long-term call volumes and contact rates, learning curves, training needs, and/or to define operational problems and provide proposals for solutions. Creates capacity plans, staffing/FTE forecasts, pricing scenarios and other analyses required by management.
Provides recommendations for improvement and written documentation that relates to analysis of data.
Researches data anomalies and issues.
Prepares reports of findings for management to facilitate decision-making.
Creates tables, figures, listings or other references for use in reports and presentations of analysis.
Tests and validates statistical and financial models to ensure accuracy and validity.
Works across multiple call center teams to ensure successful implementation of solutions to operational problems.
Assists in the development of business operations processes and procedures.
May provide guidance and/or mentoring to less experienced Customer Service Representatives.
Other related duties assigned as needed.
EDUCATION REQUIREMENTS
High school diploma or GED
GENERAL KNOWLEDGE, SKILLS & ABILITIES
Knowledge of the companyu2019s products, services and business operations to enable resolution of customer inquiries
Knowledgeable of descriptive statistics, inferential statistics, and statistical programming packages, e.g., SAS, SPSS
Strong computer skills including advanced features of MS Excel, Word and Access
Excellent verbal and written communication skills
Strong interpersonal and relationship management skills
Ability to work productively in a fast-paced call center environment
Ability to communicate effectively with associates and all levels of management
Multi-task and detail-oriented with ability to work with little supervision
Ability to work within deadlines and strict timeframes
Strong analytical and problem-solving skills
Excellent time management skills
FIS JOB LEVEL DESCRIPTION
Entry level professional individual contributor role. Works on problems of limited scope, following standard practices and procedures with detailed instruction on new work.
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Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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Employement Category:
Employement Type: Full timeIndustry: ITESFunctional Area: Customer ServiceRole Category: Customer Service Executive (Voice)Role/Responsibilies: InP - Call Center Operations Analyst I - L2Contact Details:
Company: FIS Global BusinessLocation(s): Mumbai+ View Contact
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FIS Global Business
FIS Global Business Solutions India Pvt. Ltd. FISâ„¢ is the world's largest global provider dedicated to financial technology solutions. FIS empowers the financial world with software, services, consulting and outsourcing solutions focused on retail and institutional...
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