Senior Analyst

eClerx; Navi Mumbai; On-site; INR 350,000 - 500,000; Full time

Job summary

A leading service provider in Navi Mumbai is seeking a Real Time Analyst. The role entails managing service level agreements, assisting in metrics creation, and improving delivery processes. Key responsibilities include report production and supporting projects as needed. The ideal candidate will be a team player with a focus on service improvement.

Responsibilities

• Manage the call/Chat volume, daily attendance and program break schedules.
• Assist with creation of metrics and targets for services.
• Work closely with the operations team to analyze and help improve their delivery processes.
• Generate ideas for process and service improvement planning.
• Produce daily, biweekly and monthly internal reports.
• Assist with projects and other duties as requested or assigned.

Job description

Summary of Duties

The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.

Main Responsibilities

• Manage the call\Chat volume, daily attendance and program break schedules
• Assist with creation if metrics and targets for services
• Work closely with the operations team to analyze and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Produce daily, biweekly and monthly internal reports
• Assist with projects and other duties as requested or assigned