Sr. Analyst, WFM Forecasting

Job Title:

Job Description

Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).

Assist in driving metrics of the team

Monitor closure of service levels regularly.

Ensure prompt escalations to Team Captain.

Supervise team in the absence of the Team Captain.

Monitor performance and quality scores of team.

Take production calls as well as escalated calls.

Able to add value to the program by identifying improvement areas

Ability to effectively communicate, both written and verbally

Listen attentively to customer needs and concerns; demonstrate empathy

Clarify customer requirements; probe for and confirm understanding of requirements or problem

Confirm customer understanding of the solution and provide additional customer education as needed

Ability to learn including strong problem-solving skills

Demonstrate strong probing and problem-solving skills

Should be able to resolve customer queries independently

Should be able to handle complex queries

Mindset to drive sales

Education: Graduation

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

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