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Lead Specialist -Metrics, Analytics & Reporting

Lead Specialist -Metrics, Analytics & Reporting

Oliver Wyman

5 - 8 years

11 - 15 Lacs

Noida Gurugram

Posted:5 days ago| Platform:

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Skills Required

Service management Outbound Helpdesk Transcription Staffing Analytical Scheduling Troubleshooting RTA Recruitment

Work Mode

Work from Office

Job Type

Full Time

Job Description

Company: Mercer

Description:

We are seeking a talented individual to join our Transformation team at Mercer. This role will be based in Gurgaon. This is a hybrid role that has a requirement of working at least three days a week in the office.

Lead Specialist -Metrics, Analytics & Reporting

WFM - RTA & Scheduler (IC Role)

Shift Time - 10.30 PM to 7:30 AM (night shift)

We will count on you to

Preparing and analysing agent schedules in order to meet service level requirements in the most efficient manner possible within work rules, legal requirements, and other constraints
Provide troubleshooting support for all Tier one and Tier two escalations and coordination for all global inbound and outbound systems and call routing issues.
Participate in Rapid Response calls to minimize system downtime and provide regular updates to senior management.
Should be able to manage business based on-Line Adherence, Service Level, FTE and ASA
Recognize and initiate escalation for all system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages inclusive of client communication.
Document all incidents using the service management suite and notify impacted stakeholders.
Manage call volume and labor resources for inbound/outbound call centers, while maintaining and exceeding Organizations and client goals and expectations.
Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.
Monitor toll free call routing plans using a variety of routing platforms provided by various carriers.
Recommend and implement queue, DNIS priority and holdout adjustments through the various network carrier platforms and switch packages ensuring to achieve established goals.
Analyze and monitor statistical information in a timely manner to achieve proper call allocation goals, reforecasting demand and staffing.
Recommend strategies to Operations for improved labor utilization and key performance indicators
Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders
Agent skilling (workgroup or queue membership concepts), multi-skill routing sets (the concept of Forecast groups, staff groups, and intent routing)
Queue Performance Reporting and Actions Taken
Interval Productivity reporting and ROCC(offshore) Helpdesk
Review and process VTO/PTO/OT/Non-Prod time requests in real-time
Intraday real time monitoring of service levels for all queues at all sites 24/7/365

Creating and maintaining shift profiles and scheduling rules within the Workforce Management software
Providing ongoing analysis of available shift offerings, staffing requirements, and time off allocations
Performing ad hoc reporting as needed to support information requests from Servicing
Collaborating with other analytical groups within the organization to share information as needed
Managing holiday allocation at agent and business level and ensure effective employee engagement
Headcount management to support optimization at recruitment and training level
Assuming and performing other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
Analysis of outlier and reports to develop performance improvement and plansdrive automation and standardize reporting

What you need to have:

Graduate or above
Minimum 5 years in a contact Centre
Minimum 2 years experience in scheduling role
Minimum 3 years of experience in real-time role
In depth knowledge of call Centre operations and, metrics, and reporting

What makes you stand out:

Excellent English language skills (verbal and written),
Excellent communication, collaboration and basic project management skills
Good presentation skills with ability to present material clearly and concisely
Excellent awareness of different cultures and working practices across the regions
Proven experience in working in, and basic management of, diverse and geographically dispersed teams

Why join our team:

We help you be your best through professional development opportunities, interesting work and supportive leaders.
We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer s approximately 25,000 employees are based in 43 countries and the firm operates in over 130 countries. Mercer is a business of Marsh McLennan (NYSE: MMC), the world s leading professional services firm in the areas of risk, strategy and people, with 85,000 colleagues and annual revenue of over $20 billion. Through its market-leading businesses including Marsh , Guy Carpenter and Oliver Wyman , Marsh McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit mercer.com. Follow Mercer on LinkedIn and Twitter.

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Oliver Wyman

Management Consulting

New York

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Lead Specialist -Metrics, Analytics & Reporting