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Dynamic Data Analyst

hace 2 semanas


San Francisco, Heredia, Costa Rica Experian A tiempo completo
Job Description

We are seeking a highly skilled Dynamic Data Analyst to join our team. As a key member of our operations group, you will play a critical role in ensuring the seamless delivery of our services.

Key Responsibilities:

  • Conduct real-time monitoring of queues and skill sets across all locations, identifying trends and areas for improvement.
  • Maintain close collaboration with Operations and System Teams to promptly resolve downtime and telephony issues.
  • Analyze real-time data to make informed decisions on call allocations and resource distribution.
  • Monitor agent performance through real-time adherence views, taking corrective action as necessary.
  • Manage daily exceptions within our Calabrio system, ensuring efficient workflows.
  • During periods of low call volume, proactively allocate resources to alternative tasks or queues, or work with management to determine voluntary time-off opportunities.
  • Provide detailed reporting on agent, team, and program performance, highlighting areas for improvement and opportunities for growth.
  • Send regular performance updates, including interval and intraday statistics.
  • Track attrition, absenteeism, and unproductive hours in real-time, making recommendations for process improvements.
  • Determine optimal scheduling of off-phone activities, balancing SLAs with operational needs.

Requirements:

  • Experience working with WFM software (Calabrio/Cisco) and real-time adherence.
  • Strong analytical skills, with ability to organize and analyze data in a structured manner.
  • Familiarity with Excel and other Windows-based programs.
  • Schedule flexibility, including weekends and holidays.

About Experian:

Experian is a global information services company, unlocking the power of data to create opportunities for consumers, businesses, and society. We're passionate about diversity and inclusion, work-life balance, flexible working, development, collaboration, wellness, reward & recognition, volunteering, and making an impact. Join us in building a culture where everyone feels comfortable bringing their whole self to work.