Business Analyst- Nadi

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Centrecom Fiji
  • Post Date: September 25, 2023
  • Applications 2
  • Views 56
Job Overview

Key Responsibilities

Coordinate global resource allocation and planning functions:

  • Maintain lost call rate within contracted service level agreements
  • Monitoring and challenging daily contact centre performance levels and adherence to skill planning
  • Monitoring daily routing systems and rectifying any faults
  • Monitoring real-time activities for all contact centres and responding to event volumes and call types that differ to plan by overseeing the re-allocation of skills, re-assigning resources to administrative tasks, and amending meeting and training schedules.
  • Participate in Operations Team meetings, advising of issues affecting operational performance and proposing solutions.

Achieve contractual global service level agreements:

  • 100% contracted service levels met at all times.
  • Analyze all statistical reports and make recommendations to senior management to address service levels.
  • Liaise with clients regarding the performance of service levels and make recommendations as required.
  • Ensure all schedules are created as per skill plans and that corrective action is taken when needed by team members.

Essential Skills and Experience

  • Experience working in a contact center environment.
  • Experience in workforce planning
  • Advanced Excel Skills
  • Statistical Analysis
  • Organizational and Planning
  • People Skills
  • Problem Solving
  • Avaya skills would be an added advantage
Job Detail
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