Senior Analyst Global Job at SAGILITY

Sagility is hiring for the role of Senior Analyst Global!

Responsibilities of the Candidate:

• Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%) and adjusts intraday schedule to meet service goals.
• Manages engagement with client.
• Monitors intraday, makes decisions, provides sound judgement and consults with operation team for recommendations to improve real time performance includes calling for OT/Time off.
• Leads and executes week-ahead planning process and collaborate with operations to provide background and insight to tell the week in review and communicate action plans.
• Facilitates on and off boarding of crew members.
• Performs analysis of data to surface trends and insights using analytical methods.
• Drives changes on the need of the business, acts as a resource and POC during contingency events including weather events, system outages, etc.
• Initiates, develops and implements improvements to workflows and processes and participate on special projects.
• Coordinates all service impacting application & telephony downtime / outages affecting volumes for forecasting scrubbing with global operations.

Requirements:

• Must be highly self-motivated multi-task-oriented team member with ability to self-manage tasks to completion within structured timeliness and strong technical documentation skills.
• Must be a team player within the ability to communicate to a wide range of individuals including Operations Team.
• Problem solving and analytical skills is critical and must have excellent English communication skills.
• Preferred Skills:
• Knowledge in WFM systems applicable for the account. 
• Eg. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint is an advantage.
• Experience in planning, implementing, utilizing, and supporting Workforce Management system is an added advantage.