Sr. Analyst, WFM Forecasting

Role overview

Key responsibilities

• Provide floor support, learning sessions, coaching, and feedback to agents as a subject matter expert.
• Assist in driving team metrics and monitor service-level closure regularly.
• Escalate issues promptly to the Team Captain and supervise the team in the Team Captain's absence.
• Monitor team performance and quality scores.
• Take production calls and escalated calls.

Desired skills

• Identify improvement areas that add value to the program.
• Communicate effectively in writing and verbally; listen attentively and demonstrate empathy.
• Clarify customer requirements, confirm understanding, and provide additional customer education when needed.
• Demonstrate learning ability, probing, and problem-solving skills.
• Resolve customer queries independently and handle complex queries.
• Have a mindset to drive sales.

Requirements

• Graduation.
• Ability to communicate effectively in writing and verbally.
• Ability to listen attentively, demonstrate empathy, clarify customer requirements, and confirm understanding.
• Strong learning, probing, and problem-solving skills.
• Ability to resolve customer queries independently and handle complex queries.
• A mindset to drive sales.