Analyst

• Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like Service Level/ Abandonment % / Line Adherence / Handling Capacity/ SIR.
• Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level
• Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering consultants.
• Prepare EOD performance analysis reports
• Follow up and ensures callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery.
• Partner with Ops MOD and keeps them informed through callouts on consultant level deviations and KPIs

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