, India
Data Analyst
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About Me
Generate associated contact center documentation and daily performance reports to management team on trends.
Analyze trends in regards to staffing needs, agents productivity/conformance, current operating procedures, and recommend enhancements for efficiencies.
Managed, tracked and reported agent adherence to policy, absenteeism and attrition.
Coordinated and automated multiple successful projects with the goal of adding value to organization.
Prepared and presented Weekly Business Review, Monthly Business Review before client to compare performance and suggested strategic plans to enhance performance improvement throughout timeline.
Created dashboard report across site level, workgroup level and individual staff members to measure and mitigate productivity loss at different service level agreements.
Prepared monthly/yearly scorecard for incentive calculation.
Excellent knowledge of workforce management calculations, technologi
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$9/hr
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